Customer Service Revenue Growth Manager

4 days ago

Ghaziabad Hyderabad Secunderabad Telangana, India beBeeCustomerExperienceManager Full time ₹ 1,04,000 - ₹ 1,30,878
Customer Experience Program Manager

The Customer Experience Program Manager will play a pivotal role in supporting customer experience programs for the technical delivery of service revenue programs enabled by our IIoT platform. This individual will work closely with the sales team and offering manager to establish customer programs, ensuring seamless communication between customers' project contacts and the Honeywell team for service fulfillment.

This role involves close collaboration with the Thermal Solutions Engineering Program Management team to ensure standardized and scalable processes for service fulfillment. The successful candidate will also support the development of the service fulfillment team's capabilities and skill set mix to drive customer-centricity and commercial success of service offerings.

  • Oversee the development and implementation of detailed technology solutions for clients using company products, outsourced solutions or proprietary tools/techniques.
  • Define client needs, develop proposals to meet those needs, and oversee the implementation of complete project solutions.
  • Perform in both people management and technical leadership capacities.
  • Performance is typically measured by capture of consulting engagement and/or utilization (i.e., billable hours) or performance against budget.
  • Select, develop, and evaluate personnel to ensure efficient operation of the function.
  • Manage operational and product performance per customer expectations and contract.
  • Drive program execution to meet desired performance as measured by defined customer service metrics and/or customer survey results.
  • Develop and execute corrective action plans where performance is deficient.
  • Lead cross-functional program teams to achieve customer service-related objectives for new product introduction and field product related issues.
  • Lead and facilitate cross-functional process to review TIQ-based pursuit reviews.
  • Institute strong bias towards speed of development, qualification, and release to meet aggressive growth targets for service offerings.
  • Establish global service provisioning team with culture of open collaboration, communication, and inclusivity.
  • Ensure on-time, on-budget, and on-quality delivery of approved service projects/programs.
  • Identify, protect, and develop critical TIQ and software-based customer service knowledge, capabilities, and provisioning across global Thermal Solutions organization.
  • Manage program team to stay ahead of technical and commercial risks on customer service projects, including coordination of risk reviews and formulating potential solutions.
  • Work closely with sales, offering management, development operations, technical/application service team, and RD team to regularly track customer service program progress and drive corrective actions as necessary.
  • Drive continuous improvement projects and design standards for TIQ-based services to improve service performance, quality, operations, and service assurance yields, reliability, and safety.
  • Travel 20% of the time.

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