Honeywell International - Fort Washington, PA
posted 8 days ago
Full-time - Mid Level
Hybrid - Fort Washington, PA
10,001+ employees
Computer and Electronic Product Manufacturing
About the position
As a Customer Experience Program Management Manager at Honeywell, you will lead and oversee the customer experience program management strategy and initiatives. This role involves collaborating with cross-functional teams to develop and implement customer-centric programs aimed at enhancing customer satisfaction and loyalty. You will utilize your analytical skills to analyze customer feedback and data, identifying areas for improvement and driving continuous improvement efforts. Your leadership and strategic thinking will significantly impact customer satisfaction, revenue growth, and the overall success of the organization.
Responsibilities
- Monitor customer health and retention, proactively identifying and mitigating churn risk while acting as the voice of the customer.
- Manage customer success and value realization throughout the customer lifecycle, from pre-sales to onboarding and subscription duration.
- Develop and improve processes to engage customers and provide recurring value, collaborating closely with sales for support and renewals.
- Own multiple customer relationships to retain and grow revenue, maintaining a deep understanding of solutions and communicating relevant features to customers.
- Partner with sales to drive adoption and onboarding of Honeywell Digital initiatives, identifying business use cases for future offerings.
Requirements
- 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 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.
Nice-to-haves
- 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.
- 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 thrive in a fast-paced and dynamic environment.
- Experience in driving customer-centric culture within an organization.
Benefits
- 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)
- 12 Paid Holidays
