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Sr Director of Customer Support

  • GE Aviation
  • Experienced
  • Posted 1/23/2017 5:25:50 PM
  • 2817990
  • Job Function: Services
  • Business Segment: Aviation Digital
Location(s): United States ; Texas, California; Austin, San Ramon


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 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 Sr Director of Customer Support plays a critical leadership role within GE Aviation Digital’s Customer Success team. Serves as a key influential leader to build/develop sustainable post-sales support operations, support offerings, customer support initiatives & continuous improvement of GE’s portfolio as it relates to customer outcomes. Will report to the VP of Customer Success. Will own the vision/strategy/execution for driving all customer support across all of our solutions.

Essential Responsibilities:
As our Head of Customer Support you will:
  • Build and lead a world class global team of customer support & success professionals with expertise in software support
  • 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 support journey with a focus on metrics
  • Collaborate across and within GE to 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 customer satisfaction and overall health scores
  • Drive a customer success culture and effectively act as an internal customer advocate at the executive level, exposing the customer’s pain points and opportunities at high levels of the organization
  • Provide key strategic voice of the customer input to the commercial and engineering leadership team, aligning the customer’s key imperatives with the PS software solutions annual and long term goals
  • Partner with shared technical and business resources across multiple functions and shared centers of excellence (Engineering, Product, Software, Marketing, etc.) 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
  • Ensure timely, consistent and accurate responses to client queries, escalations, concerns or complaints
  • Drive improvements and initiatives in partnership with relevant stakeholders or business owners to resolve support issues, failures or adverse feedback from clients
  • Work cross functionally to share best practices and modify processes and policies to improve overall customer experience
  • Mentor, coach and develop team members to increase their effectiveness as well as employee engagement by creating a continuous learning and collaborative environment
  • Manage all aspects of software upgrades from a support perspective
  • Set and report on goals and performance metrics on a weekly, monthly and annual basis

    Qualifications/Requirements:

    Basic Qualifications

  • Bachelor’s Degree in business, science, engineering, technology or related discipline
  • 10+ years’ experience in business systems or product support including working with all aspects of software development life-cycle (requirements to post release validation)
  • 5+ years’ experience building and leading complex professional teams
  • 3+ years of direct management experience leading software support and customer success functions, ideally for an enterprise software business

    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.
  • Must be willing to comply with pre-employment screening, including but not limited to drug testing, reference verification, and background check
  • Must be able to work out of an office in Austin TX or San Ramon, CA and travel 40-50%+ of the time

    Desired Characteristics:
  • 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 net promoter score (NPS) metric for support organizations.
  • 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 life-cycle and tools
  • Self-starter with a proven track record of supporting complex customer solutions at the internal and customer executive and departmental levels
  • Superior communication skills (verbal and written) and well-developed executive presentation skills
  • Must be results-oriented, able to handle multiple tasks of urgent nature and effectively deal with ambiguity
  • Experience with plant operations and management systems, trading & risk management systems
  • Proven client engagement capability: unrelenting passion and zeal to engage with customers
  • 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

    #DTR

    Locations: United States ; Texas, California; Austin, San Ramon

    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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