Aftermarket Service Manager (Customer Success Manager) - Honeywell
Houston, TX
About the Job
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.
You will report directly to our Sr. Customer Support Manager and you’ll work out of our Houston, TX location on a hybrid work schedule, with approximately 60%-70% travel to customer sites in the U.S. and Canada.
You will work closely with our Tier 1 accounts to turn existing relationships into business partnerships that can drive value for both the customer and Honeywell.
KEY RESPONSIBILTIES
• 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.
U.S. PERSON REQUIREMENTS
Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status.YOU MUST HAVE
• Bachelors Degree
• Relevant experience in Aftermarket Services
• 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 by leadership
• Excellent customer interaction skills – the ability to interact with customers, manage their expectations and build long term relationships
WE VALUE
• MBA or post graduate qualifications in a related discipline are desirable
• 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.
You will report directly to our Sr. Customer Support Manager and you’ll work out of our Houston, TX location on a hybrid work schedule, with approximately 60%-70% travel to customer sites in the U.S. and Canada.
You will work closely with our Tier 1 accounts to turn existing relationships into business partnerships that can drive value for both the customer and Honeywell.
KEY RESPONSIBILTIES
• 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.
U.S. PERSON REQUIREMENTS
Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status.YOU MUST HAVE
• Bachelors Degree
• Relevant experience in Aftermarket Services
• 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 by leadership
• Excellent customer interaction skills – the ability to interact with customers, manage their expectations and build long term relationships
WE VALUE
• MBA or post graduate qualifications in a related discipline are desirable
• 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.
Source : Honeywell