Job Description

Join a team recognized for leadership, innovation and diversity

THE FUTURE IS WHAT WE MAKE IT.

Customer Success Manager
Changi Business Park, Singapore

Start your career by making an impact and real connections with some of the most meaningful challenges around. When you join Honeywell, you become a member of our performance culture comprised of diverse leaders, thinkers, innovators, dreamers, and doers who are changing the future.

Make the Best You.

Working at Honeywell is not just creating incredible things. You will have the opportunity to work with our talented and friendly team of professionals and be part of a global team of future shapers.

Join Us and Make an Impact.

Integrate innovative mechanical solutions across Honeywell. You will participate and engage in multi-disciplined preventative maintenance focused projects that support the organization\'s business strategies. You will have a direct impact on business unit, function and overall site success.

HBS installs and maintains the systems to help keep buildings and facilities connected, safe, secure, comfortable, and cost-efficient and is a leading provider of energy efficiency solutions worldwide.
This is a newly established role that will be responsible for implementing regional customer support initiatives for the HBS Service Business. HBS Services has grown to more than $1.5B in revenue and services tens of thousands of buildings worldwide. As our customer evolves, we must evolve the service we provide by ensuring seamless onboarding for new services and world class customer responsiveness when issues arise.
In this role, you will be responsible for ensuring that the HBS Regional Services Business reaches the top percentile in terms of the industry standard customer experience metrics, and you will work with our customers to understand how they measure success in partnering with Honeywell and work with the Regional HBS Service team to achieve and surpass customer expectations. In addition, you will support the onboarding of new service introduction in partnership with the appropriate product and regional leadership teams. You will partner with the Regional General Manager and Regional Sales Teams to capture growth leads throughout the customer journey.

Key Responsibilities:

15% - Lead generation and partnership with sales; You will own multiple customer relationships to retain and grow revenue, maintain a deep understanding of our solutions and communicate with customers about the most relevant features/functionality for their specific business needs, partner with Regional Honeywell Connected Enterprise & HBS Operations to drive adoption and onboarding of Honeywell Digital initiatives, identify the right business use cases where future offerings can be applied and work with sales to capture these high quality leads

55% - Customer success/ customer value realization; You will be involved in the entire customer lifecycle from pre-sales, on-boarding / pilot through the duration of the subscription period, work with our customers to define how they view success, measure those outcomes, develop a delivery plan, and train and partner with the Service teams to meet and exceed those targets, assist in the design and development of documentation for exceptional onboarding, training, & adoption along with Best Practice Sharing amongst the CSM Teams, and develop and constantly improve processes to engage customers and provide recurring value while working in close collaboration with sales for sales support, negotiation support, and renewals with existing customers

30% - Customer health and retention; You will monitor your accounts\' health and proactively identify and mitigate churn risk, and function as a voice of the customer and provide feedback on how our solutions can better serve our customers

MUST HAVE

• Bachelor\'s degree in business, Technology, or another related field
• Minimum of 10 years of experience with thorough knowledge of Service type of business and or customer success processes
• Experience working in a multi-national, matrixed organization
• Business fluent in spoken and written English, additional languages an advantage
• Strong PowerPoint and Excel Skills

WE VALUE

• Customer Success experience
• Experience with Salesforce
• Experience with SAP
• Strong understanding of service business financials
• Strong understanding of digital service operations and cybersecurity threats and solutions.
• Strong understanding of service operations and its metrics, besides good knowledge on service processes, systems, and tools.
• Enthusiasm about change and change management. Able to effect change and drive results through leadership, collaboration, and influence
• The ability to demonstrate energy and determination to achieve results and improvement by overcoming obstacles, remaining effective despite setbacks and challenging current thinking
• Self-motivation with focus on results and sense of urgency
• Building Technology Projects & Services industry experience

About Us

The world is changing. And it\'s a familiar story at Honeywell. Our $36 billion business was founded on a legacy of firsts spanning 130 years. We\'re building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally. Our impact is seen in every shape and size around the world. Our solutions are felt daily in aerospace, buildings and cities, retail, chemicals and materials, safety, industrial and manufacturing, safety, and supply chains.

Discover More

We\'ve been innovating for more than 100 years and now we\'re creating what\'s next. There\'s a lot more available for you to discover. Our solutions, our case studies, our #futureshapers, and so much more. Learn more at careers.honeywell.com/us/en/
If you believe what happens tomorrow is determined by what we do today, you\'ll love working at Honeywell.
The future is what we make it. So, join us and let\'s do this together.
Honeywell is an equal opportunity employer, and we support a diverse workforce. 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. Aboriginal and Torres Strait Islander peoples are encouraged to apply.

Copyright \xc2\xa9 2023 Honeywell International Inc

Additional Information

• Category: Customer Experience
• Location: 17 Changi Business Park Central 1, U01-01/09, #02-01/09, #03-01/09, #04-01/09 & #05-01/05, Singapore, SINGAPORE 486073 SGP

Global (ALL)

Honeywell