Customer Success Specialist

As a Customer Success Specialist (CSS), you will work to ensure a customer’s journey from purchase to productivity is smooth and well managed. You will monitor customer health and establish a cadence of customer interactions that ensure each customer you support is receiving maximum value from their LenelS2 Platinum Package. The CSS demonstrates knowledge/competency in the LenelS2 Product & Service Suite and helps the customer achieve the value committed with high focus to accelerate the first time to value. The CSM will become a subject matter expert and will identify the right business use cases where future offerings can be applied and work with sales to capture these high-quality leads to influence upsell and cross sell of the product and service suite. Ideal candidates should have experience with direct customer contact, technology consultation, up-selling/cross-selling, communicating with multiple departments and process improvement. The position reports to the Customer Success Leader of the SAS Services organization and is part of a customer focused, self-managed team.

Responsibilities

• Support customer relationships to retain revenue and to grow the monthly recurring revenue.
• Be involved in the entire customer lifecycle from pre-sales, on-boarding, and through the duration of the subscription period. This includes building, maintaining and presenting customer centric support/usage scorecards and reports. 
• Help drive product adoption with the customer and ensure quick time to value. 
• Develop a deep understanding of the product and communicate with customers about the most relevant features/functionality for their specific business needs. 
• Monitor accounts and tracks usage to minimize churn and work proactively to eliminate any risk while driving adoption. 
• Work in a team centered environment to develop and constantly improve processes to engage customers and provide recurring value.

Qualifications

YOU MUST HAVE

• 1-2 years of account management experience within a success software-oriented business.
• Experience in managing customers’ expectations both large and small and knowing how and why to manage each differently. 
• Proven track record of being proactive, success oriented, analytics focused and predictive
• Demonstrate true passion for customers and their success 
• Demonstrate organizational and project management skills 
• Exemplary written and verbal communication skills 
• Demonstrate facilitation and decision-making skills 
• Strong listening and coordination skills to understand the customer’s concern and able to work along internal and external technical teams to successfully resolve them 
• Possess the ability to find solutions for customers that match the technology offerings within the business. 
• Drive customer success while embedding in with the Honeywell field teams to build a cohesive and collaborative working engagement. 
• A desire to work within a high performing, self-directed team

WE VALUE

• Customer facing engagement skills and ability to manage relationships with decision-makers
• Strong and proven experience building and managing customer relationships
• Demonstrated experience in multiple vertical markets
• Comfort with ambiguity and a bias to work with a team to “fill the organizational gaps” when
• they occur
• Ability to travel
• 5+ years’ experience in a customer facing role; preferably at a SaaS company

OUR OFFER:

• State-of-the-art office with parking, chill-out areas, bicycle stands, showers and probably the best coffee in town
• Fruits bowls and sports activities to support your health and well-being
• Daily paid break - 30 mins and flexible working hours
• Hybrid work arrangement (3&2) to support your work-life balance
• Competitive Salary regularly increased based on your performance
• Flexible benefits basket with monthly budget allocated (medical insurance, life insurance, Multisport Card)
• Generali Insurance (Accident Insurance)
• Referrals bonuses for all open jobs and recognition programs
• Comprehensive induction, ongoing training and development to set you up for success
• In-house and external learning platforms supporting development opportunities
• Work experience opportunities to help you grow your career with us
• Global employee networks to help you connect and grow
• Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
• Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment
• Frequent Employee Engagement activities supporting inclusive and diverse work environment
• Contribution to social benefits like x-mas benefit, holiday, engagement events from company social fund. 

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.

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!

#FutureShaper 

#PWIT

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.