Senior Customer Experience Management ProfessionalLocation: Atlanta, GA#Hybrid work environment 3:2We are looking for someone with strong sales skills and has been customer facingPosition Overview: As a Sr CX Management Professional at Honeywell, you will play a critical role in shaping the customer experience strategy and initiatives for our Industrial Automation business unit. Your expertise in customer experience management and leadership will be instrumental in driving exceptional customer experiences, improving employee capabilities, and contributing to organizational growth and success.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.
BENEFITS OF WORKING FOR HONEYWELLIn addition to a performance-driven salary, cutting-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: 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.ABOUT HONEYWELLHoneywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world’s most critical demands around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company dedicated 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. THE BUSINESS UNITHoneywell Industrial Automation enables process industry operations, creates world-class sensor technologies, automates supply chains, makes warehouses smarter, and improves worker safety. This combination builds on our core strengths in controls and automation technologies, which in turn allows us to deliver better commercial outcomes for our customers. We enable customers to enhance the safety, sustainability, resiliency, and productivity of their people, plants, and assets.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.
Full-time