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Customer Success Manager


Posted on August 13, 2020

1 - 2 years Dubai - United Arab Emirates

Bachelor of Business Administration(Management). Any Nationality

Opening 01

Job Description

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Deliver business value through Right and Fast partnership
The future is what we make it.
When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future.
That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even making it possible to breathe on Mars.
Working at Honeywell isn t just about developing cool things. That s why all of our employees enjoy access to dynamic career opportunities across different fields and industries.
Are you ready to help us make the future?
We don t just sell things. We offer solutions to tomorrow s challenges.
Our sales approach begins by identifying customer demands before they become challenges. We re committed to delivering customer success through our comprehensive expertise in software and technology.
Where Do You Fit In?
We are currently seeking a motivated and hardworking individual to join our team as a Customer Success Manager to be based in Dubai, UAE. In this role, 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 HCE solutions. You will demonstrate a knowledge / competency in the Honeywell Connected Enterprises Connected Buildings Product Suite and help the customer achieve the value committed with high focus to accelerate the first time to value. As the subject matter expert, you will identify the right business use cases where future offerings can be applied and work alongside the sales team to capture high-quality leads to influence, upsell and cross sell the product suite.
What Will You Be Doing Every Single Day?
Own one or more customer relationships to retain revenue and to grow the monthly recurring revenue.
Oversee the entire customer lifecycle from pre-sales, on-boarding and pilot through the duration of the subscription period. This includes building, maintaining and presenting customer centric support/usage scorecards and reports.
Assist in the design and development of documentation for exceptional onboarding, training, & adoption along with Best Practice Sharing amongst the CSM Teams
Drive product adoption with the customer and ensure quick time to value, provides basic technical support and engages any necessary support channels if detailed technical support is required
Provide customer guidance and/or standardized training to ensure software and processes are understood and maximized
Monitor accounts and track usage to minimize identify churn risk and work proactively to eliminate any that risk while driving adoption and usage
Establishes deployment goals and success factors and develop a plan to carry them out successfully; oversees implementation
Work closely with Product engineering and Development teams on to identify identification and tracking of enhancement requests, and bugs along with usage trends and customer feedback - provide feedback on how the offering can better serve you re the customer
Work in a team centered environment to develop and constantly improve processes to engage customers and provide recurring value.
Work in close collaboration with sales for sales support, support negotiations, and to ensure timely renewals of existing contract customers.
Build value-based relationships with customers ensuring that they remain delighted with the product; define and conduct QBRs (quarterly business reviews) and EBRs (Executive Business reviews) as needed/ defined in the sales process - a consistent cadence of customer coverage
Identify the right business use cases where future offerings can be applied and work with sales to capture these high-quality leads.
Work together with the marketing team to execute standardized customer surveys, case studies, and usability tests.
What Skills and Experience Will You Have?
Minimum bachelor s degree in a business or technical area of emphasis
Previous proven account management experience within a success software-oriented business.
Experience in overseeing complex deployment and usage projects
Experience in managing customers expectations both large and small and knowing how and why to manage each differently.
Proven track record of being a revenue driver, is proactive, success oriented, analytics focused and predictive
Demonstrated true passion for customers and their success
Excellent organizational, analytical, and project management skills
Exemplary written and verbal communication skills
Exemplary facilitation, negotiation and decision-making skills
Strong listening and coordination skills to understand the customer s concern and able to work along internal and external technical teams to successfully resolve them
Ability to manage ambiguity and find solutions for customers that match the technology offerings within the business.
Drive customer success while embedding in with the Honeywell field teams to build a cohesive and collaborative working engagement.
Self-starter with a strong desire to work within a high performing, self-directed team
Salesforce, Jira and marketing software knowledge is a plus

Helpdesk / Customer Service / Telecalling


Customer Success Manager


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Honeywell is a Fortune 100 company that invents and manufactures technologies that cater to the tough challenges related to global macro trends such as safety, energy, security, productivity and global urbanization. Backed by 125 years of strong history and experience, the company blends physical products with software to manufacture world-class systems that aim to improve homes, buildings, factories, vehicles, utilities and aircraft.

The company has many affiliated companies running under its umbrella namely, System Sensor, Honeywell Aerospace, Honeywell Process Solutions, Honeywell Information Systems, Alerton, Honeywell Security and Fire, Honeywell FM&T, ADI Global Distribution, Honeywell Safety & Productivity Solutions, Honeywell Analytics, Honeywell Technology Solutions Inc., Honeywell Safety, Honeywell UOP and Honeywell Buildings.

Honeywell has approximately 129,000 employees spread across the globe. This statistics includes more than 19,000 engineers and scientists. With an unrelenting focus, the company is committed to quality, delivery, value, and technology in everything it does and is constantly looking to add professionals who understand the importance of these values.

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