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Staff Customer Success Manager

  • GE Digital
  • Experienced
  • Posted 10/27/2017 11:47:42 AM
  • 2998911
  • Job Function: Services
  • Business Segment: Digital Services
Location(s): United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming


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.

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 Staff Customer Success Manager enables customers to achieve their desired outcomes by providing an effortlessly predictable experience. This is achieved by ensuring effortless execution and supporting reliable time to value across most major customer lifecycles (offer utilization, recovery, outcomes achievement and offer evolution).

Essential Responsibilities:

In this role, you will:

  • Collaborate with Sales function to monitor health of covered accounts and define action plans based
    on account health results.
  • Execute growth plans at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.
  • Lead the development and execution of action plans to achieve identified customer outcomes for named accounts.
  • Collaborate cross-functionally to shepherd customers through the onboarding process by providing clear guidance about next steps, maintaining open lines of communication, and connecting customers to the appropriate internal resources.
  • Manage customer interactions in a manner that establishes credibility and trust as a business advisor.
  • Lead the development and measurement of key performance indicators for identified accounts to establish a baseline as well as continued reporting capabilities on outcomes achievement.
  • Work with customer advocacy team to develop customer specific case studies and references to share covered account’s success.
  • Provide timely updates to sales team about potential commercial opportunities at customer site.

    Qualifications/Requirements:

    Basic Qualifications

  • Bachelor’s Degree from an accredited university.
  • At least 5 years of experience in software or high-tech marketing, commercial operations, sales, or service
  • At least 3 years of experience in a direct customer facing role

    Eligibility Requirements:

  • 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
  • Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
  • Must be willing to travel 50%
  • Must be willing to work out of a home office while not traveling

    Desired Characteristics:

  • Experience or related Field Service and Enterprise IT experience
  • Experience with large complex IT software implementations while meeting customer satisfaction scores and net promoter scores.
  • Six sigma or PMP certification desired.
  • SaaS experience is strongly preferred
  • Experience managing customer expectations and overall customer experience.
  • Strong understanding of IT and enterprise system management and integration approaches
  • Must be able to manage multiple objectives at one-time
  • Ability to navigate large complex organizations
  • Ability to communicate effectively and persuasively at the C-level (internally and externally)
  • Experience in dealing with large enterprise accounts as a business leader
  • Demonstrated ability to work and interact with CxOs and high-level customer executives
  • Equal Employment Opportunity
  • GE Corporation is an Equal Opportunity Employer and welcomes diversity.

    How to Apply
    To be considered for a future position, please submit your resume/CV via the GE Careers website http://www.gesoftware.com/careers/

    #DTR

    Locations: United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming

    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.

     GE will only employ those who are legally authorized to work in the United States for this opening.  Any offer of employment is conditional upon the successful completion​ of a background investigation and drug screen.

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