Customer Success Manager

Honeywell International Inc. is a leading software-industrial company that invents and commercializes technologies to address critical challenges. The Customer Success Manager is responsible for ensuring long-term operational success and business value realization for customers using Intelligrated's material handling automation and lifecycle services portfolio.

Responsibilities:

• Serve as the trusted advisor and single point of contact for operational leaders, engineering teams, and maintenance managers at customer sites
• Develop a deep understanding of each customer’s fulfillment strategy, throughput goals, peak-season requirements, and automation roadmap
• Conduct regular executive business reviews focused on KPIs such as system uptime, MTBF, MTTR, throughput performance, and SLA adherence
• Translate customer goals into actionable lifecycle service plans and modernization strategies
• Oversee delivery of Intelligrated lifecycle services including preventive maintenance, field service dispatch, remote support, controls/software support agreements, and spare parts programs
• Monitor system health and service activity to proactively identify risks, bottlenecks, and emerging performance issues
• Coordinate with engineering, technical support, and field service teams to ensure timely resolution of escalations
• Track asset lifecycle stages to create customer roadmaps which provide recommend upgrades, retrofits, and obsolescence mitigation strategies for customers
• Analyze system performance data, service reports, and system logs to identify trends and improvement opportunities
• Present insights to customers with clear recommendations for operational optimization, maintenance strategy adjustments, or software tuning
• Support continuous improvement initiatives such as throughput optimization, labor reduction, and peak-season readiness planning
• Identify improvements for process where gaps between cross disciplines exist
• Partner with Sales, Project Management, Engineering, R&D, Parts and Technical Support to ensure seamless transitions from installation to steady-state operations
• Provide customer feedback to product and engineering teams to influence future enhancements in automation equipment, robotics, and software
• Collaborate with Intelligrated’s service delivery teams to ensure SLA compliance and consistent service quality
• Manage lifecycle service agreements, renewals, and expansions, ensuring customers understand the value and scope of Intelligrated’s offerings
• Identify opportunities for additional services such as system audits, controls upgrades, software enhancements, and modernization projects
• Support forecasting and account planning activities

Requirements:

• Experience in customer success, account management, or service delivery
• Significant and relatable experience managing projects or programs
• Ability to interpret technical data, service reports, and operational KPIs
• Excellent communication skills with the ability to engage both technical and executive stakeholders
• Proven ability to manage complex accounts with mission‑critical operations
• Six Sigma, or similar certifications
• Experience supporting large distribution centers, e‑commerce fulfillment operations, or manufacturing facilities
• Familiarity with Intelligrated systems, services, and solutions