Customer Success Representative

Title: Customer Success Representative

Location:

Pittsford, NY, United States
Salem, OR, United States
Atlanta, GA, United States
(Hybrid)
(Hybrid)

Job Description:

As a Customer Success Representative (CSR), 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. 

Locations: Pittsford, NY or Salem, OR Atlanta, GA in a hybrid schedule.

Hybrid Work Schedule Note: For the first 90 days, New Hires must be prepared to work 100% onsite M-F, followed by 3 days in the office per week.

The CSR in this role will also provide operations back-office support to customers and internal teams across the Security and Access Solutions (SAS) LenelS2 business to assist in resolving digital access issues, user onboarding needs and data validation. This role will work closely with the My Buildings team to manage support needs and escalations, along with future enhancements.

The CSR 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 CSR will become a subject matter expert and will identify the right business use cases where future offerings can be applied.

The position reports to the Customer Success Leader of the SAS Services organization and is part of a customer focused, self-managed team.

Responsibilities

KEY RESPONSIBILITIES

• The Customer Success Representative (CSR) will support customer relationships to enhance customer experience and drive revenue opportunities.
• The CSR will 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.
• The CSR develop a deep understanding of the product and communicate with customers about the most relevant features/functionality for their specific business needs.
• The CSR Monitors accounts and tracks usage to minimize churn and work proactively to eliminate any risk while driving adoption.
• And other duties as assigned.

Qualifications

MUST HAVE

• Must have 2 years of Customer Service experience within a 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
• Customer-facing engagement skills and ability to manage relationships with decision-makers

WE VALUE

• 2 plus years of Account management or customer success.
• Ideal candidates should have experience with direct customer contact, technology consultation, upselling/cross-selling, communicating with multiple departments and process improvement.
• Strong and proven experience building and managing customer relationships
• Comfort with ambiguity and a bias to work with a team to “fill the organizational gaps” when they occur
• 2 or more years’ experience in a customer-facing role; preferably at a SaaS company
• Exceptional ability to adapt to changing priorities and react with appropriate sense of urgency
• Demonstrated true passion for customers and their success
• Demonstrate organizational and project management skills
• Exemplary written and verbal communication 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
• Salesforce knowledge is a plus

ABOUT HONEYWELL

Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world's most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high-growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe. Learn more about Honeywell: click here

THE BUSINESS UNIT

Building Automation business unit provides building services through a team of dedicated experts both on-site at a customer's building or via remote services capabilities. We help buildings of every size with our smart, customized solutions to help optimize an entire facility or building portfolio with managed services, remote building operations, predictive maintenance software, energy management, and cybersecurity protection.

BENEFITS OF WORKING FOR HONEYWELL

In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer-subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.

In Pittsford, NY the annual base salary range for this position is $70,100-87,600K. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.