Customer Success Manager, Industrial Software

Customer Success Manager

The Customer Success Manager manages the assigned customer contracts in a way that combines the customers' goals with the business goals to form a cohesive, data-led, and customer-informed process. The Customer Success Manager is responsible for improving customer satisfaction, net recurring revenue, engineering activities in the contract and for repair, migration & upgrades. A close relationship with the assigned accounts will be used to turn existing relationships into business partnerships that can drive value for both the customer and Honeywell. You will report directly to the Customer Success Leader for Americas at our Houston, TX location on a hybrid basis.

Responsibilities

Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs. Serve as a product, company and industry ambassador, keen on educating customers on the capabilities of our solutions. Create an optimized & data-led model of the customer journey (plan for every customer), then make sure all internal stakeholders are aligned. Collaborate with sales and marketing to create and optimize the upsell and cross-sell strategies. Conduct weekly, quarterly and annual customer business reviews to ensure customers optimize our product/service, issues are resolved proactively and customer goals are met. Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle. Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering. Customer Health across assigned accounts: Overall product usage, Depth and breadth of usage, Length of customer engagement, Need for support, Survey results, Product feedback, Community involvement, Overall relationship. Net Recurring Revenue growth, Delivery of engineering services on time & above customer expectations, Identify upsell/cross-sell within the assigned account.

Qualifications

YOU MUST HAVE 5+ years of industrial experience (Operations OR Technical Services OR Software Engineering OR Software Sales OR Software Consulting OR Software Support OR Software Customer Success etc.) 5+ years of experience in Alarm Management OR Advanced Process Control OR Operator Training Simulator OR Production Accounting and Reconciliation OR Process Simulation etc. WE VALUE Degree in Engineering Chemical Engineering highly preferred MBA or post graduate qualifications Strong customer interaction skills, with the ability to engage industrial clients through outcome-based solutions and foster long-term relationships. Refinery or Petrochemicals or Mining operations/ technical services experience. Knowledge of Industrial customer success management or product management or project management or engineering management. Customer Industry business driver knowledge that enables customer value discussions in our major industries of Oil Refining, O&G, LNG, Chemicals and Mining/Mineral Processing Good understanding of regional customers - culture and dynamics Ability to influence leadership. Excellent communication - both verbal and written, including the ability to hold customer conversations that drive business for both parties and move the relationship forward. Self-motivated Ability to develop and maintain strategic customer relationships.