Customer Success Manager (Key Accounts / Enterprise Mobility)

Honeywell International Inc. is a leading software-industrial company that invents and commercializes technologies to address critical challenges. The Customer Success Manager will oversee onboarding, support, and relationship management for key enterprise mobility customers, ensuring their satisfaction and success with Honeywell's solutions.

Responsibilities:

• Onboarding Key Accounts: Lead the onboarding process for key enterprise mobility customers, ensuring that they are equipped and trained to leverage the full capabilities of our solutions. Develop and implement customized onboarding plans that align with specific customer goals and timelines
• Customer Support and Relationship Management: Build and maintain strong relationships with key stakeholders within key accounts, ensuring ongoing engagement and satisfaction. Regularly communicate with customers to understand their needs, gather feedback, and provide tailored solutions
• Escalation Management: Serve as the primary point of contact for escalated issues, coordinating with internal teams to address and resolve customer concerns promptly. Proactively identify potential problems and risks, developing strategies to mitigate issues before they escalate
• Account Review and Optimization: Conduct regular business reviews with customers to assess satisfaction, usage, and alignment with goals, providing actionable recommendations for optimization. Monitor customer health metrics to highlight areas of opportunity for improved user engagement and feature utilization
• Customer Advocacy and Insights: Advocate for customer needs within the organization, working closely with product development and marketing to ensure that customer feedback informs product enhancements. Provide insights and reporting on customer usage trends, satisfaction levels, and needs to drive strategic decisions
• Training and Resources: Develop and deliver training and resources to customers, enabling them to maximize their investment and enhance their operational efficiency. Create documentation and self-help resources to empower customers with the tools to succeed
• Collaboration Across Teams: Collaborate with sales, support, and product teams to align customer success initiatives with broader company objectives. Participate in cross-functional projects to enhance customer experience and team efficiency

Requirements:

• Bachelor's degree in Business, Information Technology, or a related field
• Proven experience (5+ years) in customer success management, account management, or a related role, particularly with enterprise customers in the mobility sector
• Strong understanding of enterprise mobility solutions and key account management best practices
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels of an organization
• Strong analytical and problem-solving skills, with a customer-focused mindset
• Proficient in CRM tools (e.g., Salesforce) and customer success management platforms (e.g., Gainsight)
• Ability to manage multiple key accounts and prioritize tasks effectively in a dynamic environment