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.
Principal 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
Basic Qualifications:
· 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
Preferred Qualifications:
· Customer Success experience
· Experience with SFDC
· 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.
· Enthusiastic about change and change management. Able to effect change and drive results through leadership, collaboration, and influence...
· Can quickly earn the respect of internal and external customers and all levels of management by demonstrating solid knowledge and expertise
· The ability to demonstrate energy and determination to achieve results and improvement by overcoming obstacles, remaining effective despite setbacks and challenging current thinking
· Self-motivated with focus on results and sense of urgency
· Building Technology Projects & Services industry experience
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