Honeywell is hiring a Customer Success Director – Honeywell Life Sciences. As the Customer Success Director here at Honeywell Life Sciences (HLS), you will play a pivotal role in ensuring the success and satisfaction of our customers. The Customer Success Director will work to connect our business and customer goals, maximizing customer lifetime value and stickiness of our solutions. As the leader of a rapidly growing function, will shape the strategic direction and lead the evolution of the team toward a commercially-savvy, customer-centric function with a broader scope and mandate. This leader will manage a team of Customer Success Managers within HLS, with an expectation that this team will quickly grow in scale and breadth of accountabilities to support the broader transformation. The new leader will be responsible for developing and executing strategies that drive profitability, transition on-premise customers into a SaaS model, and lead the integration of strategic customer success resources and capabilities from across multiple business units. They will collaborate closely with sales, customer delivery, customer support, and other executive leadership teams to foster a customer-centric culture that accelerates business performance.You will report directly to our Global Aftermarket Service GM for Connected Industrial & Life Science and you will work out of our Hamilton, New Jersey location on a Hybrid work schedule. As the Head of Customer Success (Director), you will have the opportunity to shape the customer success function and make a significant impact on the success of our customers and the growth of our business.Key Responsibilities:
Champion and lead the Customer Success practice including the definition and implementation of a long-term strategy for the function
Develop and implement customer success strategies and initiatives to drive customer satisfaction, adoption, and expansion of our solutions.
Integrate teams and processes within a matrixed environment to efficiently and effectively onboard new customers and provide ongoing customer advocacy and support, to deliver a superior experience to customers.
Lead the migration of an entrenched customer-base from legacy, on-premise products to cloud-based tools and solutions.
Manage the integration of new people and capabilities as the Customer Success function onboards new business units and teams and expands its relationships and accountabilities to serve customers.
Drive a growth-oriented commercial strategy that maximizes Customer Lifetime Value while optimizing the operational efficiencies and effectiveness of the function.
Foster a culture of continuous learning and improvement, ensuring that Customer Success Managers are equipped with the tools, training, and insights needed to excel.
Build and maintain strong relationships with key customers, serving as a trusted advisor and advocate for their needs and requirements.
Monitor and analyze customer data and feedback to identify trends, opportunities, and areas for improvement in our products and services.
Develop and deliver customer success metrics and reports to senior leadership, providing insights and recommendations for continuous improvement.
Stay up-to-date with industry trends and best practices in customer success, incorporating new strategies and approaches into our customer success initiatives.
YOU MUST HAVE:
10 + years of experience in Customer Success, Aftermarket Services, Business Management or related roles
Senior leadership experience including the following:
Proven experience in customer success management or a related role, preferably in the life sciences or technology industry.
Strong experience in driving Customer Success metrics such as retention, product adoption, and revenue growth in a complex, multinational environment
Strong leadership and management skills, with the ability to inspire and motivate a team.
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
Strategic thinking and problem-solving abilities, with a focus on driving customer satisfaction and business growth.
Background leading organizational transformations
WE VALUE:
Bachelor's degree in a relevant field.
Experience in the life sciences industry or working with life sciences customers.
Knowledge of quality management systems and regulatory requirements in the life sciences industry.
Familiarity with software-as-a-service (SaaS) solutions and customer success best practices.
Data-driven mindset, with the ability to analyze customer data and derive actionable insights.
BENEFITS OF WORKING FOR HONEYWELL
Benefits – Medical, Vision, Dental, Mental Health
Paid Vacation
401k Plan/Retirement Benefits (as per regional policy)
Career Growth
Professional Development
ABOUT HONEYWELL
Honeywell Connected Life Sciences (HCLS) is focused on serving the industry with an ever-expanding set of B2B decision support capabilities across the life sciences value chain. With the leading quality management system (QMS) at the center, we are improving our customers' near real-time decision-making from pre-market to post-market, both within the business and across the increasingly complex supply chains. HCLS delivers intelligent SaaS-based quality management solutions, creating a patient-centric digital ecosystem that drives product quality, safety, and efficacy and is built for productivity, sustainability, and transformation. The TrackWise digital quality management system is built to empower quality teams, strengthen supplier collaboration, automate critical quality processes, accelerate new product delivery, and provide cybersecurity and operational technology.
THE BUSINESS UNIT Honeywell Life Sciences (HLS) is focused on serving the industry with an ever-expanding set of B2B decision support capabilities across the life sciences value chain. With the leading quality management system (QMS) at the center, we are improving our customers' near real-time decision-making from pre-market to post-market, both within the business and across the increasingly complex supply chains. HLS delivers intelligent SaaS-based quality management solutions, creating a patient-centric digital ecosystem that drives product quality, safety, and efficacy and is built for productivity, sustainability, and transformation. The TrackWise digital quality management system is built to empower quality teams, strengthen supplier collaboration, automate critical quality processes, accelerate new product delivery, and provide cybersecurity and operational technology.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. 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.
