Customer Success Team Lead - HLS Remote

Honeywell Customer Success Team Lead - HLS Remote in Hamilton, New Jersey

As the Customer Success Team Leader here at Honeywell Life Sciences (HLS), you will play a pivotal role in ensuring the success and satisfaction of our customers. The Customer Success Team Leader 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, you 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. 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 Customer Success Director for Honeywell Life Science and you will work out of our Hamilton, New Jersey on a remote work schedule. As the Customer Success Team Leader, 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.

The annual base salary range for this position in California and New York (excluding most major metropolitan areas), Colorado, Connecticut, and Hawaii is $90,000 - $110,000. For Washington and most major metropolitan areas in New York & California, the annual base salary range is $95,000 - $115,000. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.

This position is incentive plan eligible.

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.

Key Responsibilities:

1. Champion and lead the Customer Success practice including the definition and implementation of a long-term strategy for the function.
2. Develop and implement customer success strategies and initiatives to drive customer satisfaction, adoption, and expansion of our solutions.
3. 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.
4. Drive a growth-oriented commercial strategy that maximizes Customer Lifetime Value while optimizing the operational efficiencies and effectiveness of the function.
5. Foster a culture of continuous learning and improvement, ensuring that Customer Success Managers are equipped with the tools, training, and insights needed to excel.
6. Build and maintain strong relationships with key customers, serving as a trusted advisor and advocate for their needs and requirements.
7. Monitor and analyze customer data and feedback to identify trends, opportunities, and areas for improvement in our products and services.
8. Develop and deliver customer success metrics and reports to senior leadership, providing insights and recommendations for continuous improvement.
9. Stay up-to-date with industry trends and best practices in customer success, incorporating new strategies and approaches into our customer success initiatives.
10. Some travel may be required.

MUST HAVE:

• 6+ years experience in customer success management or a related role, preferably in the life sciences or technology industry.

WE VALUE:

• Bachelor's degree in a relevant field.
• Experience in the life sciences industry or working with life sciences customers.
• 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.
• 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.

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.

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.