Sr Customer Success Rep

Honeywell Technologies; Atlanta (GA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life Insurance

401(k) match

Flexible Spending Accounts

Health Savings Accounts

Employee Assistance Program (EAP)

Educational Assistance

Parental Leave

Paid Time Off

12 Paid Holidays

Job summary

Honeywell Technologies seeks a Senior Customer Success Representative to ensure customers realize value from the software suite from purchase to productivity. You will monitor health, drive onboarding and adoption, and identify high-value use cases to advocate for future offerings.

The role focuses on renewals, upsell, and long-term contract growth, working with sales, product, and engineering to translate feedback into enhancements and a strong customer experience.

Qualifications

• 1-2 years of account management experience within a successful software-oriented business.
• 2+ years’ experience in a customer-facing role; preferably at a SaaS company.

Responsibilities

• Support customer relationships to retain revenue and grow monthly recurring revenue.
• Assist in design and development of onboarding, training, adoption documentation and Best Practice Sharing.
• Develop deep product understanding and communicate relevant features to customers for their business needs.
• Collaborate with Product engineering and Development teams to track enhancement requests, bugs, usage trends and feedback.
• Own key account renewals and drive upsell and expansion with long-term contract renewals.
• Build value-based relationships and support QBRs and EBRs as defined in the sales process.

Skills

Account management

Customer-facing

Upsell/cross-sell

Tools

Salesforce

Jira

Job description

Job Description

As a Senior Customer Success Representative, you will work to ensure a customer’s journey from purchase to productivity is smooth and well managed. You will monitor customer health and establish a cadence of customer interactions that ensure each customer you support is receiving maximum value from Honeywell Software product suite.

The CSR demonstrates knowledge/competency in the HBS Software Product Suite and helps the customer achieve the value committed with high focus to accelerate the first time to value.

The CSR will become a subject matter expert and will identify the right business use cases where future offerings can be applied and work with sales to capture these high-quality leads to influence upsell and cross sell of the product suite.

Ideal candidates should have experience with direct customer contact, technology consultation, up-selling/cross-selling, communicating with executives and process improvement.

The position reports to the Global Director of Customer Success for Honeywell Building Solutions organization and is part of a customer focused, self-managed team.

Responsibilities

• The Customer Success Representative (CSR) will support customer relationships to retain revenue and to grow the monthly recurring revenue.
• The CSR will assist in the design and development of documentation for exceptional onboarding, training, & adoption along with Best Practice Sharing amongst the CSR Teams
• The CSR develop a deep understanding of the product and communicate with customers about the most relevant features/functionality for their specific business needs.
• The CSR will work closely with Product engineering and Development teams to identify and track enhancement requests, bugs, and usage trends and customer feedback - provide feedback on how the offering can better serve the customer. The CSR will work in a team centered environment to develop and constantly improve processes to engage customers and provide recurring value.
• The CSR will own key account renewals, always driving upsell and expansion together with long-term contract renewals for existing contracts
• The CSR will build value-based relationships with customers ensuring that they remain delighted with the product; help define and support QBRs (quarterly business reviews) and EBRs (Executive Business reviews) as needed/ defined in the sales process

Qualifications

YOU MUST HAVE

• 1-2 years of account management experience within a successful software-oriented business.
• 2+ years’ experience in a customer-facing role; preferably at a SaaS company

WE VALUE

• Experience in Facility Management, HVAC systems or Building Management Systems
• Prior Customer Success Experience
• Proven track record of being a revenue driver, is proactive, success oriented, analytics focused and predictive
• Drive customer success while embedding in with the Honeywell field teams to build a cohesive and collaborative working engagement
• Salesforce, Jira, and marketing software knowledge is a plus
• Comfort with ambiguity and a bias to work with a team to "fill the organizational gaps" when they occur

In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit: https://benefits.honeywell.com/

About Us

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.