Honeywell Sr Customer Experience Program Management Professional 

United States 

482637799

Key Responsibilities:

• Develop and Lead CX Strategy:
• Develop and lead the overall Customer Experience strategy and initiatives for the Building Automation business unit.
• Collaborate with cross-functional teams to identify customer experience needs and gaps.
• Training and Development:
• Design and deliver comprehensive training programs to enhance employee capabilities.
• Lead a team of training professionals and subject matter experts.
• Utilize data-driven insights to measure the effectiveness of training programs.
• Continuously evaluate and improve training methodologies and approaches.
• Customer Issue Resolution:
• Act as the point of escalation for various customer-related issues including:
• Technical support challenges
• Project installation difficulties
• Product functionality issues
• Product and installation quality concerns
• Parts delivery delays
• Provide customer-facing documentation and training for technical product support and preventative maintenance.
• Internal Collaboration and Advocacy:
• Engage with internal teams to ensure understanding and support of the Customer Success Manager (CSM) role.
• Overcome internal resistance and advocate for the value of the CSM role within the organization.
• Budgeting and Analytics:
• Manage budgeting and analytics to guide customers on introductory and post-warranty budgeting.
• Partner with internal stakeholders to plan and execute key customer strategy roadmaps, including Product Lifecycle Planning and Obsolescence Management.
• Customer Relationship Management:
• Develop engaging relationships with key customers.
• Drive programmatic changes to enhance customer adoption efforts.
• Performance Measurement:
• Ensure order management follow-through (number of opportunities won/booked).
• Retain and improve Net Promoter Score (NPS).
• Retain and improve Customer Satisfaction (CSAT) and Agent Satisfaction (ASAT) scores.
• Assist customers in the Entry Into Service (EIS) onboarding process.

• Minimum of 5+ years of experience in customer service management or related roles, with at least 3 years in a leadership position.
• Proven track record in driving customer satisfaction and operational excellence.
• Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
• Excellent communication and people-oriented skills, with the ability to build relationships and influence stakeholders at all levels of the organization.

WE VALUE

• Bachelor's degree in Business or a related field.
• Experience in the industrial automation industry or a similar technical field.
• Knowledge of customer service best practices and tools.
• Strong analytical and problem-solving skills.
• Ability to adapt to a fast-paced and changing environment.

• JOB ID: HRD238846
• Category: Customer Experience
• Location: 715 Peachtree Street, N.E.,Atlanta,Georgia,30308,United States
• Exempt