Sr Customer Support Management Professional - Delivery consultant (REMOTE)

Honeywell; Atlanta (GA); Remote; USD 100,000 - 126,000; Full time

Job summary

Join a forward-thinking company as a Delivery Consultant, where you will play a pivotal role in enhancing customer satisfaction and operational efficiency. This exciting position offers the unique opportunity to work with premier accounts, supporting all phases of product delivery and implementation. You'll collaborate with various teams, lead projects, and drive process improvements in a fully-remote environment. With a comprehensive benefits package and a commitment to innovation, this role is perfect for those eager to make a significant impact in customer support management and quality solutions.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

Paid Time Off

Parental Leave

Educational Assistance

Short-Term Disability

Long-Term Disability

EAP

Qualifications

• 3+ years of experience in an analytical or business environment.
• Familiarity with Agile processes and user story tools.

Responsibilities

• Develop strategies to enhance customer satisfaction and loyalty.
• Resolve complex customer issues and collaborate with teams.

Skills

Analytical Skills

User Story Writing

Interpersonal Communication

Project Management

Customer Support Management

Education

Bachelor's Degree

Tools

Salesforce

Jira

Excel

Oracle

MS SQL Server

Job description

As a Delivery Consultant, you will support all phases of product delivery and implementation. This includes analyzing and documenting customer business requirements, conducting requirement gathering workshops with customers, and configuring and installing software as a service solution (SaaS). This is a unique opportunity to be a part of a new team working with premier accounts. This position will interact with various levels of management and will have great visibility both internally and externally.

You will work with a professional services delivery manager and operate on a fully-remote schedule.

In this role, you will have a broad impact on customer satisfaction, operational efficiency, team performance, customer retention, innovation and brand perception. Your expertise and leadership in customer support management contribute to the organization’s success in delivering outstanding support experiences and building strong customer relationships.

KEY RESPONSIBILITIES:

+ Work closely with the team of customer support professionals

+ Develop and implement strategies to improve customer satisfaction and loyalty

+ Resolve complex customer issues and escalations

+ Collaborate with cross-functional teams to drive process improvements

+ Analyze customer data and trends to identify areas for improvement

Travel: 25% to 50% Domestic travel with possibility of international travel

BENEFITS OF WORKING FOR HONEYWELL

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. For more information visit: click here (https://benefits.honeywell.com/)

COMPENSATION

The annual base salary range for this position in California and New York (excluding most major metropolitan areas), Colorado, Connecticut, and Hawaii is $100,300 - $125,400. For Washington and most major metropolitan areas in New York & California, the annual base salary range is $100,300 - $125,400. 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.

U.S. PERSON REQUIREMENTS

Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status or have the ability to obtain an export authorization

The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.

YOU MUST HAVE:

+ 3+ years of proven experience in an analytical or business/quality systems environment

+ Familiarity with writing user stories and capturing them in tools such as Agile Accelerator, Jira, Excel

+ Familiarity with Agile process and ability to plan Sprints throughout the delivery lifecycle

+ Excellent analytical, logical, presentation and interpersonal communication skills as it relates to customer facing requirements gathering and solution consulting in a SaaS environment

+ Ability to lead projects, manage multiple tasks involved in meeting deadlines and deliverables and possess the necessary technical aptitude to utilize features available in a SaaS offering

+ Must be willing to travel 25%-50%. Possibility exists you would travel international if necessary

WE VALUE

+ 3+ years of Salesforce experience

+ Familiarity with MS Office Outlook, Word, Visio and Excel

+ Familiarity with any database management system (DBMS) such as Oracle and/or MS SQL Server is also a plus.

+ Experience with other SaaS software, document management systems or quality management software tools (i.e. ERP, MES, EDMS and QMS)

+ Experience with implementing QMS, documenting validation plans and conducting customer workshops

ABOUT HONEYWELL

Honeywell International Inc. (NYSE: HON) invents and commercializes technologies that address some of the world’s most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state of the art technology solutions to improve efficiency, productivity, sustainability, and safety in high growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe. Learn more here: https://www.honeywell.com/us/en

THE BUSINESS UNIT

Sparta Systems has been recently acquired by Honeywell. Honeywell is a Fortune 100 company with expertise in Life Sciences. The combination of Sparta Systems and Honeywell brings together Sparta Systems’ quality management leadership with over 100 years of software and industrial expertise from Honeywell.

For 25 years, Sparta Systems is the world’s premier provider of cloud and on-premise quality management software. We offer the solutions, analytics, and expertise that speed up quality and compliance. Companies in life sciences, consumer products, discrete manufacturing and more, rely on Sparta.

Sparta Systems, a Honeywell company, is a leading provider of TrackWise enterprise QMS software and TrackWise Digital, a next-generation, cloud and digital QMS SaaS platform. Sparta’s TrackWise Digital combined with Honeywell’s software solutions, batch automation, and data integration capabilities form an integrated life science manufacturing digital eco-system that enables greater efficiency and agility while helping achieve quality system compliance with reduced risk. The combination of Sparta Systems and Honeywell brings together Sparta Systems’ quality management leadership with over 100 years of software and industrial expertise from Honeywell. Together, Sparta and Honeywell will shape the future of digital quality and operational excellence for the life sciences industry. For more information, please visit https://www.spartasystems.com.

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.