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.

Requirements

Minimum of 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
2 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+ 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

Benefits

employer-subsidized Medical, Dental, Vision, and Life Insurance
Short-Term and Long-Term Disability
401(k) match
Flexible Spending Accounts
Health Savings Accounts
EAP
Educational Assistance
Parental Leave
Paid Time Off (for vacation, personal business, sick time, and parental leave)
12 Paid Holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer serviceaccount managementcustomer successanalyticsprocess improvementupsellingcross-sellingproject managementtechnology consultationSaaS

Soft Skills

customer-facing engagementrelationship managementadaptabilityorganizational skillscommunication skillslistening skillscoordination skillsproactivitysuccess orientationteam collaboration