Aftermarket Service Manager (Customer Success Manager) - Honeywell

As an Aftermarket Service Manager here at Honeywell, you will manage the assigned customer contracts in a way that combines the customers’ goals with the business’s goals to form a cohesive, data-led, and customer-informed process. You will be responsible for improving the customer satisfaction, net recurring revenue, engineering activities in the contract and for repair, migration & upgrades.


Location, Travel and Hybrid Work Environment

You will report directly to our Aftermarket Service Leader and work from our Mason, OH location with a hybrid work schedule. An estimated 20%-40% travel is required based on business needs to sites across the Americas.


KEY RESPONSIBILTIES

• Manage the assigned customer contracts in a way that combines the customers’ goals with the business’s goals to form a cohesive, data-led, and customer-informed process.

• Improve customer satisfaction, net recurring revenue, and engineering activities in the contract, including repair, migration, and upgrades.

• 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 and 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 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, ultimately driving retention throughout the customer life cycle.

• Provide insight and relay the voice of the customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering.

• Monitor customer health across assigned accounts, including overall product usage, depth and breadth of usage, length of customer engagement, need for support, survey results, product feedback, community involvement, and overall relationship.

• Drive net recurring revenue growth.

• Ensure delivery of engineering services on time and above customer expectations.

• Identify upsell/cross-sell opportunities within the assigned account.





YOU MUST HAVE

• Bachelor’s Degree in Engineering

• Minimum 5 years of experience in Paper & Pulp industry or associated software offerings such as Optivision etc.

• Excellent customer interaction skills – the ability to interact with customers, manage their expectations and build long term relationships.



WE VALUE

• Degree in Chemical Engineering, MBA or post graduate qualifications in a related discipline.

• 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 Paper & Pulp.

• Good understanding of regional customers - culture and dynamics

• Ability to influence leadership.

• Customer Success Certifications will be preferred.

• Excellent communication - both verbal and written, including the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.

• Self-motivated.

• The ability to work under pressure.

• A strong commitment to safety and a safe working environment.

• Ability to develop and maintain strategic customer relationships.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.