Head of Programme Management

The Customer Success Manager (CSM) for Key Accounts and Enterprise Mobility will be instrumental in ensuring the success of our largest customers. This role involves managing the onboarding process, providing ongoing support, and effectively handling escalations to ensure that our enterprise mobility solutions align with client expectations and business objectives. The CSM will act as a trusted advisor, advocating for customers while driving their adoption and satisfaction with our products and services.

You will report directly to our Director Sub-Region, Anastasia Ustjuzanina, and you'll work out of our Charlotte, NC location on a hybrid work schedule.

Onboarding Key Accounts Lead the onboarding process for key enterprise mobility customers, ensuring that they are equipped and trained to leverage the full capabilities of our solutions. Develop and implement customized onboarding plans that align with specific customer goals and timelines.

Customer Support and Relationship Management Build and maintain strong relationships with key stakeholders within key accounts, ensuring ongoing engagement and satisfaction. Regularly communicate with customers to understand their needs, gather feedback, and provide tailored solutions.

Escalation Management Serve as the primary point of contact for escalated issues, coordinating with internal teams to address and resolve customer concerns promptly. Proactively identify potential problems and risks, developing strategies to mitigate issues before they escape.

Account Review and Optimization Conduct regular business reviews with customers to assess satisfaction, usage, and alignment with goals, providing actionable recommendations for optimization. Monitor customer health metrics to highlight areas of opportunity for improved user engagement and feature utilization.

Customer Advocacy and Insights Advocate for customer needs within the organization, working closely with product development and marketing to ensure that customer feedback informs product enhancements. Provide insights and reporting on customer usage trends, satisfaction levels, and needs to drive strategic decisions.

Training and Resources Develop and deliver training and resources to customers, enabling them to maximize their investment and enhance their operational efficiency. Create documentation and self-help resources to empower customers with the tools to succeed.

Collaboration Across Teams Collaborate with sales, support, and product teams to align customer success initiatives with broader company objectives. Participate in cross-functional projects to enhance customer experience and team efficiency.

Bachelor's degree in Business, Information Technology, or a related field

Proven experience (5+ years) in customer success management, account management, or a related role, particularly with enterprise customers in the mobility sector

Strong understanding of enterprise mobility solutions and key account management best practices

Strong analytical and problem-solving skills, with a customer-focused mindset

Proficient in CRM tools (e.g., Salesforce) and customer success management platforms (e.g., Ability to manage multiple key accounts and prioritize tasks effectively in a dynamic environment

In addition to a competitive salary, leading-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.

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.

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