Sr Customer Success Rep

Honeywell • Atlanta, GA

6d

About The Position

The Senior Customer Success Representative (CSR) ensures customers have a smooth, well-managed journey from purchase to productivity and receive maximum value from Honeywell’s software product suite. The role monitors customer health, establishes a cadence of customer interactions, builds product expertise, and helps customers realize committed value with a focus on accelerating time to value.

The CSR identifies relevant business use cases for future offerings and works with Sales to develop qualified opportunities for upselling and cross-selling. The role supports customer relationships to retain and grow recurring revenue, owns key account renewals and expansion, and builds value-based relationships that keep customers engaged and satisfied. The CSR reports to the Global Director of Customer Success for Honeywell Building Solutions and works as part of a customer-focused, self-managed team.

Requirements

• 1–2 years of account management experience within a successful software-oriented business.
• At least 2 years of experience in a customer-facing role; SaaS experience is preferred.
• Must be a U.S. person, defined as a U.S. citizen, U.S. permanent resident, or person with protected status in the U.S. under asylum or refugee status.

Nice To Haves

• Experience in Facility Management, HVAC systems, or Building Management Systems.
• Prior Customer Success experience.
• A proven record as a revenue driver; proactive, success-oriented, analytical, and predictive approach.
• Ability to drive customer success while working with Honeywell field teams to build cohesive, collaborative engagement.
• Knowledge of Salesforce, Jira, and marketing software.
• Comfort with ambiguity and a bias toward working with a team to fill organizational gaps.

Responsibilities

• Support customer relationships to retain revenue and grow monthly recurring revenue.
• Assist in designing and developing documentation for onboarding, training, adoption, and best-practice sharing among CSR teams.
• Develop a deep understanding of the product and communicate the features and functionality most relevant to each customer’s business needs.
• Work with Product Engineering and Development teams to identify and track enhancement requests, bugs, usage trends, and customer feedback, and provide input on how the offering can better serve customers.
• Collaborate with the team to develop and continually improve customer engagement processes that provide recurring value.
• Own key account renewals and drive upsell, expansion, and long-term contract renewals for existing contracts.
• Build value-based customer relationships, help define and support quarterly business reviews (QBRs) and executive business reviews (EBRs) as needed, and help ensure customers remain delighted with the product.
• Identify business use cases for future offerings and work with Sales to capture qualified upsell and cross-sell opportunities.

Benefits

• Employer-subsidized medical, dental, vision, and life insurance.
• Short-term and long-term disability coverage.
• 401(k) match.
• Flexible Spending Accounts and Health Savings Accounts.
• Employee Assistance Program (EAP).
• Educational assistance.
• Parental leave.
• Paid time off for vacation, personal business, sick time, and parental leave.
• 12 paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed