Customer Success Manager - Software

As a Customer Success Manager, you will work to ensure our BMS partner’s journey from purchase to deployment is smooth and well managed. You will also monitor partner health and establish a cadence of partner interactions that ensure each partner is receiving maximum value from Honeywell. As the role mainly interacts with the BMS channel partners, the role could more aptly be named a Partner Success Manager (PSM).

Ideal candidates should be comfortable with customer contact, up-selling/cross-selling, communicating with executives and being able to confidently manage accounts to success. This position works closely with a team consisting of Development, Offering Management, Sales Account Executives and Customer Support Managers.
Every interaction (e.g.: onboarding, support, in-app product interaction) with the partners is an opportunity to create an advocate and generate high-quality leads.

Responsibilities: 

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  The Partner Success Manager (PSM) will own one or more partner relationships to retain and renew SaaS revenue and to grow the existing connected engagement by up-selling.
• The PSM will be involved in the entire partner lifecycle from pre-sales, on-boarding / pilot through the duration of the subscription period.
• The PSM establishes deployment goals and success factors and then develops a plan to carry them out successfully; oversees implementation.
• The PSM will assist in the design and development of documentation for exceptional onboarding, training, & adoption along with Best Practice Sharing amongst the CSM Teams
• The PSM will maintain a deep understanding of the product and communicate with partners about the most relevant features/functionality for their specific business needs.
• The PSM monitors accounts and tracks usage to identify churn risk and work proactively to eliminate that risk; driving adoption and usage
• The PSM provides basic technical support and knows all the necessary support channels if detailed technical support is required
• The PSM will work closely with Product and Development teams on identification and tracking of enhancement requests and bugs along with usage trends and partner feedback
• The PSM will function as the voice of the partner and provide feedback on how the offering can better serve our partners
• The PSM will develop and constantly improve processes to engage partners and provide recurring value while working in close collaboration with sales for sales support, negotiation support, and renewals with existing partners.
• The PSM builds value-based relationships with partners ensuring that they remain delighted with the product; quarterly account reviews and a consistent cadence of partner coverage.
• The PSM will identify the right business use cases where future offerings can be applied and work with sales to capture these high quality leads.
• The PSM works with the marketing team to execute partner surveys, case studies, and usability tests.