Senior Director - Customer Success & Support – Amazon Store

Welcome to Honeywell! We are a leading global technology company that is committed to making the world a smarter, safer and more sustainable place. We are currently seeking a highly experienced and dynamic individual to join our team as the Senior Director of Customer Success & Support. In this role, you will have the opportunity to lead and develop a high-performing team, drive customer satisfaction and loyalty, and play a critical role in shaping our overall customer experience strategy. If you are a passionate leader with a proven track record of success in customer success and support, we would love to hear from you. Read on to learn more about the qualifications and skills required for this exciting position. Develop and implement customer success and support strategies that align with the company's overall goals and objectives. Lead and manage a team of customer success and support professionals, providing guidance, coaching, and support to ensure their success. Foster a customer-centric culture within the team and across the organization, emphasizing the importance of customer satisfaction and retention. Collaborate with cross-functional teams, including sales, product development, and marketing, to ensure a seamless customer experience. Monitor and analyze customer success metrics, such as customer satisfaction, retention rates, and renewal rates, and develop action plans to continuously improve results. Develop and maintain relationships with key customers, serving as an escalation point for complex issues and ensuring their needs are met. Stay up-to-date on industry trends and best practices in customer success and support, and incorporate them into the company's strategy. Develop and manage the customer success and support budget, ensuring efficient use of resources and cost-effectiveness. Communicate regularly with senior leadership, providing updates on customer success and support initiatives, progress, and challenges. Identify opportunities for process improvement and drive continuous improvement within the customer success and support function. Create and maintain documentation and training materials to support the customer success and support team. Conduct performance evaluations and provide ongoing feedback to team members to promote their professional development. Ensure compliance with all company policies, procedures, and standards related to customer success and support. Represent the company at industry events, conferences, and trade shows to promote the brand and build relationships with potential customers. Act as a role model for the team, embodying the company's values and fostering a positive work environment. Honeywell is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.