Customer Success Manager - Aftermarket Service

Customer Success Manager - Aftermarket Service (AMS)

Aftermarket Service Manager manages all existing customer contracts and create new in the assigned region in a way that combines the customers’ goals with the business’s goals to form a cohesive, data-led, and customer-informed process.

The Aftermarket Service Manager is responsible for growth, improving the customer satisfaction, recurring revenue, engineering activities in the contracts related to migration & upgrades. Also actively drive spots services proactively to meet customer needs.

A close customer relationship to drive business partnerships that can drive growth and value for both the customer and Honeywell Technologies  This role would be an individual contributor, managing the customer.

Qualifications/ Experience/ Knowledge

• Relevant experience in Aftermarket Services and Customer support
• Degree in IT/Engineering
• MBA or post graduate qualifications in a related discipline are desirable

Experience

• 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
• Awareness on Honeywell Technologies  Connected Industrial (HCI) products and solutions preferred – Process Historian, Process Alarm Management, Advance process Controls, Operator training simulators, Operations Management Solutions, Blending and Movement Automation, Manufacturing Execution systems (MES), Visualization and reporting solutions, Asset performance Management solutions, Digital twins, Cloud based solutions 
• Excellent customer interaction skills – the ability to interact with customers, understand and manage their expectations and build long term relationships.

Professional Skills / Knowledge

• 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
• Good understanding of regional customers - culture and dynamics
• Ability to influence leadership and drive ideas.
• The ability to work under pressure
• A strong commitment to safety and a safe working environment
• Ability to develop and maintain strategic customer relationships

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Key Areas of Responsibility

• Build strong, long-term relationships with customers by staying in constant communication and efficiently resolving issues with alternate solutions tailored to customer 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 and drive campaigns and initiatives.
• Conduct weekly, quarterly and annual customer business reviews to ensure customers optimize our product/service, issues are resolved pro-actively and customers able to release value from our products and solutions.
• 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.

Key Success Factors 

• Recurring Revenue growth (ARR)
• Customer satisfaction across the region
  • Overall product usage
  • Additional services of existing customers
  • Additional new customers for growth
  • Depth and breadth of usage
  • Length of customer engagement
  • Need for support
  • Survey results
  • Product feedback
  • Overall relationship
• Delivery of engineering services on-time & above customer expectations
• Identify upsell/cross-sell and create new accounts.