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Customer Solutions Manager – Modernization (Major Projects)
At KONE, we believe buildings should evolve with the needs of people and technology. Our modernization solutions enhance people flow, safety, energy efficiency, and the visual appeal of buildings — keeping them valuable and future-ready.
To drive our modernization strategy within Major Projects, we are looking for a Customer Solutions Manager (CSM) – Modernization to join our team in London.
About the Role
As a Customer Solutions Manager, you will lead technical and sales support for some of the most complex lift modernization projects in the region. You will shape customer solutions, coordinate technical planning, and ensure a seamless handover to the project delivery teams.
Your role requires both leadership and hands-on expertise, balancing direct involvement with empowering local teams to deliver project success.
Key Responsibilities
Demand Creation
- Support sales teams by evaluating RFQ, RFPs, generating leads, and engaging with key customers and consultants.
- Identify modernization opportunities through customer needs analysis and market engagement.
- Lead consultative selling to define optimal, life-cycle-driven modernization solutions.
Opportunity Evaluation
- Assess and track opportunities in CRM and support GO/NO-GO decisions.
- Coordinate technical reviews, including specifications, traffic analysis, BIM requirements, and risk assessment.
Tender Creation
- Design people flow solutions and support sales with cost estimates and proposal packages.
- Coordinate internal teams for technical solution development and manage the internal approval process.
Post-Tender & Execution
- Support customer follow-ups, presentations, and participate actively in project start-up meetings.
General Responsibilities
- Share product and service updates internally.
- Provide feedback to offering management on customization and standardization needs.
- Support the development of local and global Customer Solutions Engineering (CSE) networks.
Skills and Competencies
- Strong experience in the elevator industry, with understanding of modernization and construction processes.
- Good knowledge of elevator norms, standards, and sustainability requirements.
- Expertise in site surveys and modernization installation methods.
- Strong solution-selling skills; ability to translate customer needs into technical solutions.
- Effective leadership, coaching, and communication abilities.
- Knowledge of quality management systems.
- Proficiency in Traffic Calculation tools, AutoCAD, and Salesforce.
European travel 1x a month will be required.
What KONE can offer:
We offer a competitive salary, 25 days holiday and additional Bank Holidays, 1 paid Volunteering Day, Company Pension Scheme, Bonus, Car/Car Allowance, Private Medical Insurance, PDI, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the industry, Kone Discounts, 24/7 GP Support & Wellbeing Access, Hybrid Working.
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Read more on www.kone.com/careers
