Join a team recognized for leadership, innovation and diversity
As
a Customer Experience Program Management Manager here at Honeywell, you will
have the opportunity to lead and oversee our customer experience program
management strategy and initiatives. You will collaborate with cross-functional
teams to develop and implement customer-centric programs that enhance customer
satisfaction and loyalty. Your analytical skills will be put to use as you
analyze customer feedback and data to identify areas for improvement and drive
continuous improvement efforts.
You will work out of our Phoenix, AZ location on a hybrid work schedule. Travel- up to 50%.
In this role, you will have a direct impact on customer satisfaction, revenue
growth, and the overall success of the organization. Your leadership, strategic
thinking, and customer-centric mindset will help shape the future of our
customer experience initiatives and drive the organization toward continued
success.
KEY RESPONSIBILITIES
-50% Customer health and retention; You will monitor your accounts’ health and proactively identify and mitigate churn risk, and function as a voice of the customer and provide feedback on how our solutions can better serve our customers.
-45% Customer success/ customer value realization; You will be involved in the entire customer lifecycle from pre-sales, on-boarding / pilot through the duration of the subscription period, work with our customers to define how they view success, measure those outcomes, develop a delivery plan, and train and partner with the Service teams to meet and exceed those targets, assist in the design and development of documentation for exceptional onboarding, training, & adoption along with Best Practice Sharing amongst the CSM Teams, and develop and constantly improve processes to engage customers and provide recurring value while working in close collaboration with sales for sales support, negotiation support, and renewals with existing customers
-5% Lead generation and partnership with sales; You will own multiple customer relationships to retain and grow revenue, maintain a deep understanding of our solutions and communicate with customers about the most relevant features/functionality for their specific business needs, partner with Regional Honeywell Connected Enterprise & HBS Operations to drive adoption and onboarding of Honeywell Digital initiatives, identify the right business use cases where future offerings can be applied and work with sales to capture these high quality leads
U.S. PERSON REQUIREMENTS
Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status.
BENEFITS OF WORKING FOR HONEYWELL
In addition to a competitive salary, leading-edge work, and developing
solutions side-by-side with dedicated experts in their fields, Honeywell
employees are eligible for a comprehensive benefits package. This package
includes employer subsidized Medical, Dental, Vision, and Life Insurance;
Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts,
Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid
Time Off (for vacation, personal business, sick time, and parental leave), and
12 Paid Holidays. For more information visit:
The application period for the job is estimated to be 40 days from the job
posting date; however, this may be shortened or extended depending on business
needs and the availability of qualified candidates.
YOU MUST HAVE
• 6 years of proven experience in customer experience program management or related field.
• Track record of successfully leading and implementing customer-centric initiatives.
• Strong leadership skills with the ability to influence and drive change.
• Experience in managing and motivating cross-functional teams and stakeholders.
• Excellent communication and interpersonal skills.
• Ability to effectively communicate complex ideas and concepts to both technical and non-technical stakeholders.
• Ability to analyze data and make data-driven decisions.
• Proficiency in using data analytics tools and techniques to derive insights and measure the impact of customer experience programs.
• Experience in managing customer experience in a global organization.
• Familiarity with cultural nuances and ability to adapt strategies to different markets and customer segments.
WE VALUE
• Bachelor's degree in Business Administration, Technology, or a related field.
• Advanced degree such as a Master's degree or MBA is preferred.
• Relevant certifications in customer experience management or related fields are a plus.
• Passion for delivering exceptional customer experiences.
• A customer-centric mindset and a strong commitment to exceeding customer expectations.
• Strategic mindset and ability to think creatively.
• Proven ability to develop innovative solutions to enhance the customer experience.
• Strong problem-solving and decision-making skills.
• Ability to identify and address challenges and make informed decisions in a fast-paced environment.
• Ability to thrive in a fast-paced and dynamic environment.
• Strong adaptability and resilience to navigate through ambiguity and drive results.
• Experience in driving customer-centric culture and mindset within an organization.
• Ability to inspire and motivate teams to prioritize customer satisfaction and loyalty.
ABOUT HONEYWELL
Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world’s most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high-growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe. Learn more about Honeywell: click here
THE BUSINESS UNIT
Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally. To learn more, please visit click here.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. Learn more about inclusion and diversity: click here.
Additional Information
- JOB ID: HRD249670
- Category: Customer Experience
- Location: 512 Virginia Dr,Fort Washington,Pennsylvania,19034-3264,United States
- Exempt
- Due to US export control laws, must be a US citizen, permanent resident or have protected status.
Global (ALL)
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.
