Customer Success Manager (m/f/d)

We have an opportunity for a Customer Success Manager (m/f/d) to join us at Honeywell, in Bucharest , where you will serve as the primary point of contact to Honeywell’s cyber customers, and you will work closely with HON Cyber Support, R&D, Product and Sales teams to promote customers’ needs. This is a hybrid role, 3 days at the office and 2 days work from home model. Key responsibilities

Act as the primary point of contact for customer inquiries and issues. Work closely with the support team to successfully complete all products deployment. Build and maintain strong relationships with key stakeholders and decision-makers by having regularly check in calls/meetings to understand their needs and satisfaction levels. Work closely with the support team to resolve customer issues promptly and escalate complex technical issues to the appropriate internal teams. Advocate for customer needs within the company to influence product development and improvements. Track and report on key customer success metrics, such as customer health scores, renewal rates, and customer satisfaction. Maintain deep knowledge of the product’s features, capabilities, and updates. Monitor customer usage patterns and proactively address underutilization. Provide recommendations and best practices to help customers maximize the value of the product. Manage the renewal process, ensuring timely renewals and addressing any potential roadblocks/churn risk by implementing retention strategies. Collaborate with the sales team to support expansion opportunities and identifying opportunities for upselling and cross-selling additional products or services. Develop and execute customized success plans tailored to each customer’s goals and needs.

Key skills and qualifications

At least 3-5 years of experience as a Customer Success Manager / Account Manager. English and German skills at least at a professional level. Demonstrated experience in guiding customers through the entire lifecycle: onboarding, deployment, customer management, and renewal. Practical experience in cybersecurity, especially related to network security and OT security, including ICS/SCADA systems, and the unique security challenges they face. Basic knowledge in networking concepts, protocols, and technologies. Experience in technical support, product implementation, or technical consulting role – an advantage Excellent verbal and written communication skills to effectively interact with technical and non-technical stakeholders. Strong analytical and problem-solving abilities to address customer issues and optimize their experience. Ability to build and maintain strong, long-lasting customer relationships. Strong organizational and project management skills to handle multiple accounts and projects simultaneously.

Our offer

3 days from office, 2 days from home hybrid work arrangement to support your work-life balance Competitive Salary regularly increased based on your performance Enjoy 25 vacation days per year, plus extra days off for life's special events We provide meal vouchers Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers) Medical Insurance Plan paid by the company Christmas and Easter bonuses Recognition & referral bonus programs Comprehensive induction, ongoing training and development to set you up for success In-house and external learning platforms (Udemy) to continue to expand your skills Work experience opportunities to help you grow your career with us Global employee networks to help you connect and grow Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids Access