Business Segment: Digital Commercial Professional Services & Support
Location(s): United States; California; San Ramon
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.
At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in. At GE, we believe it’s about the future of industry—energy, healthcare, transportation, manufacturing. It’s about making the world work better. GE is transforming itself to become the world's premier digital industrial company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower operating costs, reduce risk and accelerate operational performance with our Predix platform and software solutions. 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 Digital Commercial team is undergoing a transformation to help build for the future. As a part of Digital 2.0, we are moving all the commercial teams within the commercial backbone (Pre-Sales, Sales Enablement, Inside sales, Marketing, Commercial Operations, and Customer Success (support and delivery). This will enable us to build one cohesive commercial backbone with an aligned set of priorities.
Customer success is designed to provide a singular, delightful experience to our customers during the entirety of their life cycle. This is inclusive of professional services, education services, managed services, support and customer engagement.
The CUstomer Success Integration Leader will be responsible for working across the newly established Customer Support, Education and Engagement organizations across the businesses to integrate into one common backbone and approach. This leader will be responsible for defining what ‘best in class’ looks like and ensure that we have the right plans addressing the people / process and systems to do so.
As the Senior Integration Leader- Customer Success you will:
Lead and manage the customer success integration for Customer Support, Education and Managed Services:
Work across the various business leaders to design a ‘best in class’ customer success organization by looking across the operations of all 6 incoming businesses
Look at the current people, process, systems and determine the following:
Work with functional leaders to design the most optimal operating model
Determine what investments need to be prioritized to harmonize systems
Establish hand-offs and key intersections and operating rhythms with the businesses
Work with Finance to understand the Financial implications and handoffs
Establish a KPI framework to measure success of the integration
Communicate progress to leadership:
Communicate progress updates to GED and business leadership
Drive key decisions making with Customer Success leadership
Bachelor's Degree preferably in Accounting, Finance or Business Administration
5 years of experience working in a customer success or finance role
5 years of experience working on integrations, or leading large teams to a common outcome
GE Leadership Program Graduates will get credit towards relevant work experience, commensurate to the program they have completed
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
Must be willing to travel 10%
Must be willing to work out of an office located in San Ramon, California
Proficient use of PowerPoint
Ability to develop and execute multiple priorities and approaches to meet objectives
Focus on driving customer outcomes to determine success through direct customer interaction and organizing the team for customer impact
Exceptional interpersonal skills– ability to synthesize complex issues and communicate into simple messages for peers, customers and national employee teams
Strong business acumen
Proven ability to influence, energize, develop and drive change through exceptional written and verbal communication skills
Demonstrated success in working with customers to resolve complex issues and develop solid business relationships
Inclusive leadership style with a focus on personal involvement, trust and flexibility
Ability to present in front of large groups, deal with ambiguity, and demonstrate composure in stressful situations where competing priorities must be managed
Passionate about driving change/influence across cross functions and organizational boundaries
Ability to translate strategic direction into tactical deliverables that are readily embraced by organization’s tactical layers
We are in the process of transitioning to an improved job application system and in the interim we are operating with two systems. Have your Job ID ready (from the email you received when you applied) to log in and check your application status.
Click the appropriate button. If you don't know your job ID, you can still check your status: use both buttons.