Join a team recognized for leadership, innovation and diversity

Implement and coordinate the operational aspects of ongoing Customer & Product Support projects. You will serve as liaison between project management and planning, project team, and line management. You will review status of projects and budgets. You will coordinate schedules and deliver status reports. You will assess project issues, and develop resolutions to meet productivity, quality, and customers satisfaction goals and objectives. You will develop mechanisms for monitoring project progress, and for intervention and problem solving with project managers, line managers, and customers.
Key Responsibilities

• Project Management
• Project Planning
• Customer Support
• Facilitate Team Alignment
• Deliver Status Reports

JOB ACTIVITIES

• Understand the experiences across Honeywell's digital experience and make data-driven decisions and continuous process improvements.
• Contribute to creating natural language processing systems focusing on conversational technology, dialogue systems and/or chatbot technology.
• Partner with business teams, engineering teams and vendors to analyze future areas for Digital Channels, Salesforce, automation and develop implementation plans
• Provide production support and training for the CX business users
• Drive business-user/customer-centric communications to effectively communicate with related teams and influence decisions with customers
• Collaborate with various squad team members, understand business requirements (BRD), business risks, deliver clear PRD documentation
• Work with support teams for escalations
• Track key application metrics, drive insights to measure results against goals
• Analyze application issues, addressing configuration, implementation, and function or process failures
• Prioritize independently using predefined criteria, deliver a set of tasks or a small / medium project
• Effectively use internal project management tools such as Planview
• Proactively reach out for help when blocked on assigned tasks

WE VALUE

• 2+ year of Salesforce Service Cloud experience
• 2+ year of Experience w/ AI chat, Omni-Channel Chat w/ Live agents or Virtual Chatbots
• 2+ years' experience in a customer-facing role, preferably in an Enterprise Customer Success, Technical Account Management or Chat / AI Programs
• High level proficiency in customer support platforms and messaging tools (Salesforce Service Cloud, Zendesk, inContact, Azure Bot or similar)
• High level Microsoft Excel skills
• Excellent verbal and written communication skills
• Superior attention to detail and organizational skills
• Strong analytical and problem-solving skills
• Strong technical background with expertise in software integration and implementation, project management and troubleshooting
• Previous experience integrating software into Salesforce environments
• Ability to tie business problems to technical solutions, understand technology and can derive valuable insights from data
• Distinctive problem-solving, strategic, and analytical capabilities with a proven track record of setting and delivering against measurable customer success metrics
• Curious about new technologies and how they change the way people do business
• Self-motivated, collaborative, and creative team player with innovative ideas to encourage partner accountability and adoption

Additional Information

• Category: Customer Experience
• Location: Av. Salvador Nava Martinez 3125, San Luis Potosi, SAN LUIS POTOSI 78260 MEX
• Exempt

Global (ALL)