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Honeywell Sr Customer Experience Program Management Professional 
United States 
482637799

16.09.2024
JOB DESCRIPTION

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.


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