Customer Success Manager

Honeywell•Mason, OH

25d

About The Position

The Customer Success Manager is responsible for ensuring long‑term operational success, system reliability, and business value realization for customers using Intelligrated’s material handling automation and lifecycle services portfolio. This role serves as the strategic partner for distribution centers, e‑commerce fulfillment operations, and manufacturing sites that rely on Intelligrated’s automated conveyor systems, AS/RS, sortation, robotics, machine controls, and Warehouse Execution Software (WES). In this role, the CSM will act as the primary advocate for assigned customers, aligning Intelligrated’s technical, service, and commercial resources to support system performance, reduce operational risk, and drive adoption of lifecycle services such as preventive maintenance, remote monitoring, software support, spare parts programs, and system optimization initiatives. The CSM will guide customers through the entire lifecycle—from system commissioning and ramp‑up through steady‑state operations, modernization, and continuous improvement—ensuring that automation assets deliver maximum uptime, throughput, and ROI.

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.

Nice To Haves

Six Sigma, or similar certifications.
Experience supporting large distribution centers, e‑commerce fulfillment operations, or manufacturing facilities.
Familiarity with Intelligrated systems, services, and solutions.

Responsibilities

Customer Relationship & Strategic Account Leadership 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.
Lifecycle Services Management 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.
Operational Performance & Data‑Driven Insights 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.
Cross‑Functional Collaboration 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.
Commercial & Contract Management 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.

Benefits

In addition to a performance-driven salary, cutting-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.

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