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Sr Mgr Customer Success (SPS)Deliver business value through Right and Fast partnershipSafety & Productivity Solutions (SPS), one of the four Strategic Business Groups (SBGs) at Honeywell, is seeking talented and highly motivated individuals to serve as Customer Success Managers (CSMs) within the SPS Sales & Commercial Excellence Organization.You will play a lead role on the Customer Support Team (CST) for our newly created Global Account Manager (GAM) organization. Together with Marketing and HUE, you will be assigned one of our key accounts for which you will be responsible for driving adoption, engagement, and customer advocacy.You will act as a trusted advisor to one our largest and most strategic Retail customers, ultimately responsible for ensuring their success. You will align at the stakeholder level, building and maintaining strong relationships. You will be responsible for helping this customer achieve business value and ROI from their investment with Honeywell. The end result is increased value, retention, customer satisfaction, and ultimately share expansion within the account.Responsibilities
Customer Onboarding: guiding customers through our onboarding framework with the primary goal of ROI achievement on our products. This may include business analysis, product training, change management planning, etc.
Account Escalations: manage responses to any critical issues, red flags, or declining product adoption. Develop plans and execute remediation to return customers to value achievement.
Customer Health: monitor customer engagement/usage through predefined metrics. Identify low usage and their causes. Develop and execute plans that return them to a high utilization levels.
Customer Advocacy: ensure customers achieve the highest level of value from our products through your engagement and relationships with the customer. Convert that value into advocacy in the form of NPS score, referrals, etc.
The Successful Candidate Will Be Able To
Build and nurture relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
Work collaboratively with the account team and SPS Leadership Team to effectively network within accounts in order to help customers achieve their objectives
Monitor customer usage data, health indicators, and growth opportunities and translate into strategies for success
Develop an understanding of typical business challenges faced by customers and common objectives to appropriately map Honeywell solutions and associated business benefits to address their needs.
Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
Key ResponsibilitiesIdentify new market spaceDevelop business plansLead a growth cultureContribute to pricing strategyRecommend Go-To-Market planMUST HAVE
Bachelor’s degree (BA/BS)
8+ years of customer success management experience or related role
8+ years of experience in warehouse and logistics industries
Must be located or willing to relocate to Bentonville, AR
WE VALUE
Strong project management and program management skills
Deep understanding of internal HON systems
Prior experience in consultative selling, technical sales (e.g. system architect roles), and/or customer service/sales support are also highly valued
Solutions oriented, takes ownership for account success
Strong business acumen, effectively engages with customer stakeholders and nurture relationships at various levels
Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment; perform tasks and activities that may be out of your comfort zone
Effective at leading and facilitating executive meetings and workshops
Proficient at being prescriptive and driving action-oriented meetings
Strong knowledge of business processes across disciplines (Sales, Sales Operations, etc.)
Strong communication and interpersonal skills, with the ability to navigate conflict and foster honest dialogue
Ability to quickly grasp and distinctly explain technological and business concepts to non-technical users
Additional Information
JOB ID:HRD60535
Category:Business Development
Location:1602 E Central Ave, Suite 30, Bentonville, AR 72712 USA
Exempt
Due to US export control laws, must be a US citizen, permanent resident or have protected status.
HON SPS - Connected Supply ChainHoneywell 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.
