Senior Director Customer Success & Support - Honeywell

As Senior Director Customer Success & Support at Honeywell, you will be responsible for shaping and delivering tools and processes to deliver an exceptional end-to-end customer experience in Honeywell Connected Enterprise (HCE). Your role will include driving and leading the strategy behind Customer Success in HCE, including customer adoption of software, onboarding customers, customer satisfaction, and expansion of current customer software use.



Your strategic leadership role will require a visionary leader with a proven track record of building and scaling high-performing customer success teams. You will collaborate closely with cross-functional teams to ensure the seamless delivery of exceptional customer experiences and drive long-term value for our clients.



You will report directly to our Chief Commercial Officer, HCE and work out of our Atlanta, GA location on a hybrid work schedule.



KEY RESPONSIBILITIES





+ Define and execute global Customer Success and Customer Support strategy across HCE businesses and functions.



+ Develop and implement comprehensive strategies to drive the adoption, expansion, and retention of our software solutions.



+ Establish clear KPIs and metrics to measure the effectiveness of customer success initiatives, track customer health, and drive accountability across the team.



+ Oversee large, complex enterprise implementations.



+ Drive a customer-centric culture throughout the organization, fostering a deep understanding of customer needs and expectations.



+ Establish and manage mechanisms for capturing and analyzing customer feedback, ensuring the continuous improvement of products and services based on customer insights.



+ Utilize data and analytics to identify trends, opportunities, and areas for improvement in the customer journey.




BENEFITS OF WORKING FOR HONEYWELL:





+ Benefits – Medical, Vision, Dental, Mental Health



+ Paid Vacation



+ 401k Plan & Matching



+ Career Growth



+ Professional Development





YOU MUST HAVE





+ 8+ years of experience in a leadership role focused on customer success, including SaaS and ideally in a global technology and/or manufacturing company.



+ Experience building customer support/customer success organization(s).



+ Track record of successfully implementing customer experience initiatives and driving positive business outcomes.





WE VALUE





+ Bachelor's degree in business, marketing, or a related field; advanced degree preferred



+ Project management skills



+ Ability to develop strategy and translate into actionable plans and drive change through influence



+ Deep understanding of SaaS business models, customer lifecycle management, and customer engagement best practices



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.