Customer Success Manager NAR

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Position Summary

Customer Success Manager (CSM) is a member of HCI Aftermarket Services team, focusing on support services growth, acting as a strategic and trusted advisor to customers in the North America region, and doing what is needed to ensure internal Honeywell alignment for a stellar customer experience. The Customer Success Manager (CSM) reports to the HCI Regional Services Sales Leader-Americas focused on customer satisfaction interacting with customers, and actively collaborating with multiple HCI key players to drive Periodic/Recurrent business pipeline and new contracts growth. The CSM is responsible to monitor and drive software utilization at the customer level thereby generating expanded scope or new Periodic contracts for Honeywell. The CSM will engage customers to streamline and optimize their SW Life-Cycle management, that positions HCI software and services to advance the customer’s strategic initiatives and deliver mutual value. Travel across the defined geography forms part of the role.

Responsibilities

• Actively work with other Honeywell teams to build a strong and quality opportunity pipeline to protect existing install base and for new contracts growth.
• Has incremental/new periodic SW support contracts and Software as a Service (SaaS) renewals as primary metric in Sales Incentive Plan.
• Own opportunities development plan and opportunity closing plan for new Support agreements, Migrations as a Service (MaaS), Managed Services and Outcome Based periodic contracts.
• Collaborate with LSS to sell incremental HCI Periodic services through LSS contracts.
• Monitor HCI SW utilization by customer, consistently communicate product value and promote functionality improvements to customers, manage expectations and drive a need to use latest technologies.
• Analyze the installed base for new opportunities.
• Customer advocate and HCI Escalation focal point for project/post implementation issues in the Region to ensure smooth post-implementation customer support and customer usage experience.
• Develop and execute a BGP renewal strategy, proactively identifying and taking steps to mitigate risk to ensure the customer is prepared and satisfied to renew on schedule.
• Collaborate with Operations Managers, Project Mangers, Engineering (Front office & GES) and allied functions to resolve critical customer concerns thereby improving customer experience.
• Provide consultative guidance to customers on best practices for broad software adoption, advising on solution capabilities and potential application to customer’s unique business requirements.
• Promote and facilitate the introduction of new service offerings for install base through novel campaigns.
• Develop and maintain relationships with that lead to new opportunities.
• Be a trusted advisor and build together with clients, the streams of services to monitor health, maintain, upgrade, expand and continuously improve existing installations with Life Cycle Management (LCM) plans, highlighting the value & risk drivers and maintaining these plans up to date.
• Continuously monitor the HCI Install base and develop plans to increase contract penetration, Service bank & yield.
• Proactively work with HCI Technical Solutions Consultants (TSC) and Product Managers on migration path and scope for
• Migrations as a Service (MaaS) for non-current releases and help customers to justify budgets before SW became obsolete and sunset.
• Drive analytics from CRM, IB repository and use the same to develop, maintain and optimize services business.
• Helps keep actual records about the install base, actual SW utilization and customer satisfaction.
• Own the Net Promoter Score (NPS) for HCI customers & deploy actions to improve the score.
• Work closely with HPS / Global Technical Assistance Center (GTAC) team to review aging SRs, confirm priorities, and develop customer response plans to manage expectations and improve customer