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Customer Engagement Leader

  • GE Renewable Energy
  • Experienced
  • Posted 1/23/2017 8:00:26 PM
  • 2817968
  • Job Function: Sales
  • Business Segment: Renewable Energy Digital
Location(s): United States ; Illinois, New York; Chicago, Schenectady


About Us:
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

GE Digital : At the GE Global Software Center of Excellence (COE) in San Ramon, California, we’re leveraging our leadership in sensors and controllers, modeling analytics and software development to deliver on our vision for the Industrial Internet. Predix is GE’s software platform for the Industrial Internet. Predix enables asset and operations optimization by providing a standard way to run industrial-scale analytics and connect machines, data, and people. Deployed on machines, on-premise, or in the cloud, Predix combines an industry-leading stack of technologies for distributed computing and big data analytics, asset management, machine-to-machine communication, and mobility. GE transforms the vast amount of data from industrial equipment into actionable intelligence, allowing users to improve operations, business decisions and services.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Role Summary:

The
Customer Engagement Leader plays a critical role within GE Renewable Energy
Digital Operations, serving as a key influential leader to build and develop
successful customer implementations, customer success initiatives including
operation & support, and continuous improvement of GE’s strategic/key
account portfolio as it relates to customer outcomes.



Essential Responsibilities:
  • Create a consistent and
    valued customer experience developing and scaling repeatable methodologies and
    proven best practices
  • Define and optimize the
    customer lifecycle and map the customer journey with a focus on metrics
  • Coordinate multiple,
    simultaneous software & infrastructure project, initiatives and assignments
    with broad scope and high impact to our customers
  • Serve as the
    implementation lead for commercial software & analytics deployment at a
    customer site
  • Design support & ops
    framework & execution
  • Drive renewal rates and
    expand our revenue in accounts though cross-sell and up-sell through collaboration
    with sales teams, SW/Product Management, implementation/delivery professionals
    and business leaders
  • Drive new business growth
    through advocacy programs and client reference ability; build strong customer
    loyalty and satisfaction programs
  • Maintain and expand
    highly effective working relationships with customers/users, stakeholders,
    vendors and partners to integrate strategic support and continuous improvement
    plans into overall strategic objectives
  • Influence future lifetime
    value through higher product adoption, customer satisfaction and overall health
    scores
  • Drive a customer success
    culture and effectively act as an internal customer advocate, exposing the
    customer’s pain points and opportunities (and Customer journeys) .
  • Provide key strategic
    voice of the customer input to the REN Digital leadership team, aligning the
    customer’s key imperatives with the REN Digital annual and long term goals
  • Partner with shared
    technical and business resources across multiple functions and shared centers
    of excellence to effectively
    deliver and support solutions
  • Enhance existing support
    strategies and develop new strategies to improve customer interaction and
    contact deflection
  • Work as a business
    partner with client leaders and users to evaluate/improve business processes
    and arrive at mutual, cost effective solutions for business process efficiency
    and productivity timely


Qualifications/Requirements:

Basic Qualifications:



  • Bachelor’s Degree
    in Business, Science, Engineering, Technology or related discipline
  • A minimum of 10
    years’ experience in business systems or product support including experience
    working with software development lifecycle (requirements to post release validation
  • A minimum of 5
    years’ experience in customer facing roles
Eligibility Requirements:

  • GE will only
    employ those who are legally authorized to work in the United States for this
    opening. We will not sponsor individuals for employment visas, now or in the
    future, for this role
  • Any offer of
    employment is conditioned upon the successful completion of a background
    investigation and drug screen
  • Preferred
    location: Chicago, IL; Schenectady, NY and travel 40-50%+ of the time
  • Legal
    authorization to work in the U.S. is required. We will not sponsor individuals
    for employment visas, now or in the future, for this job


Desired Characteristics:


    • Strong interpersonal
      skills, including creativity and curiosity with ability to effectively
      communicate and influence across all organizational levels
    • Entrepreneurial &
      digital-first mindset: demonstrated ability to translate the voice of the
      customer into internal initiatives that resonate with key stakeholders
    • Outstanding leadership
      skills evidenced by the clear ability to build a large team with the ability to
      work within a matrix environment to successfully drive outcomes
    • Familiarity with
      deploying the netpromoter score (NPS) metric for support organizations
    • Experience in driving
      customer outcomes thru innovation & collaboration
    • Experience with cloud
      deployments, software integrations and analytics apps&
    • Demonstrated
      operational management experience, with track record in developing successful
      technical, software support organizations
    • Solid understanding of
      Agile software development lifecycle and tools
    • Self-starter with a
      proven track record of supporting complex customer solutions at the internal
      and customer executive and departmental levels
    • Must be
      results-oriented, able to handle multiple tasks of urgent nature and effectively
      deal with ambiguity
    • Experience with
      industrial internet, plant operations and management systems, trading &
      risk management systems
    • Experience working
      with ISOs, balancing authorities, power generating entities
    • Ability to translate
      strategic direction into tactical deliverables that are readily embraced by
      organization’s tactical layers
    • MBA or related
      Master’s degree from a top university




      Locations: United States ; Illinois, New York; Chicago, Schenectady

      GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
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