Sr Manager - Digital Operations - Customer Success
GE Oil & Gas
Posted 1/17/2017 7:12:29 PM
Job Function:Digital Technology
Business Segment: Oil & Gas Digital
Location(s): United States ; California; 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: We’re hiring a Customer Success Operations Leader (Sr. Manager) whose mission will be to drive the effectiveness and efficiency of our Customer Success team. You will report into the Leader of Customer Success and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes and tools that scale. You will ensure best in class operational efficiency for the Global Customer Success organization for GE Oil & Gas Digital.
Reporting: Report to executives and the board on past results and renewals and upsell forecasts, e.g. through dashboards and presentations
Analysis: Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not
Customer Lifecycle: Map the end to end customer journey and determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and satisfaction.
Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to:
Relay customer feedback to the Product team<
Align with the Support team on resolution of major cases and report bugs to the Engineering team
Provide feedback to Sales on the readiness of our customers
Help the Onboarding team overcome any delays in implementation
Provide materials and data that help CSMs work more effectively.
Develop and facilitate training for CSMs, develop templates, process maps and playbooks.
Implement and manage software solutions that facilitates CSM Ops activities.
Lead Customer Success process improvement projects
Collaborate with cross-functional team to implement solutions
Bachelor’s Degree in Computer Science or in relevant areas
5+ years of experience with Success Operations or Sales Operations.
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 (roughly 15% of the time)
Must be willing to work out of an office located in San Ramon, CA
Experience working with a startup (or growth stage) SaaS company.
Expert level Excel and PowerPoint skills.
Experience with Salesforce.com administration
Experience with Gainsight and Customer Experience tools is a plus
Demonstrated analytical skills and comfort with data and metrics.
Flexibility to meet continuously changing priorities and challenges.
Excellent communication and people skills.
Ability to multi-task, meet deadlines and stay calm under pressure
People management skills
Passion for designing processes that scale
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Enjoys “getting their hands dirty” by digging into complex operations
Takes high degree of ownership over their work
Strong listening skills; open to input from other team members and departments
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