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. www.ge.com
GE Renewable Energy
Amid growing electricity demand, rising fuel costs, and climate change concerns, GE Renewable Energy is focused on providing wind, hydro and innovative power solutions for customers around the globe. With over 125 years of experience powering the world, GE has now become the largest renewable energy producer in the world, providing a wide range of offerings to meet customer needs. www.renewables.gepower.com
Our Renewable business is organized into three businesses including On Shore Wind, Off Shore Wind, Hydro
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.
As the Customer Engagement Leader, you will:
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
Act as a point of contact for Digital wind/hydro pilot activities in N. America
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).
Champion digital/industrial internet within Customer organization
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 (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 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
Serve as the support operations leader for commercial software & analytics offerings
Set and report on goals and performance metrics on a weekly, monthly and annual basis
Coordination with GE Power / GE Digital for activities toward same customer
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
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 and travel 40-50%+ of the time
Legal authorization to work in the U.S. is required.
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
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 industrial internet, plant operations and management systems, trading & risk management systems
Experience working with ISOs, balancing authorities, power generating entities
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
MBA or related Master’s degree from a top university
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