Automation Systems Customer Success Manager

Honeywell is a leading software-industrial company that invents and commercializes technologies to address critical challenges. The Customer Success Manager is responsible for ensuring operational success and reliability for customers using Intelligrated’s automation services, acting as a strategic partner to optimize system performance and support lifecycle services.

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