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Customer Engagement Leader

  • GE Renewable Energy
  • Experienced
  • Posted 1/22/2017 8:58:23 AM
  • 2826817
  • Job Function: Sales
  • Business Segment: Renewable Energy Digital
Location(s): United States ; Illinois; Chicago

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 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.

Our Renewable business is organized into three businesses including On Shore Wind, Off Shore Wind, Hydro

GE Digital
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.

Essential Responsibilities:

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
  • Drive new business growth through advocacy programs and
    client reference ability; build strong customer loyalty and satisfaction
  • 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
  • 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


Basic Qualifications:

  • 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

Eligibility Requirements:

  • 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
  • Legal authorization to work in the U.S. is required.

Desired Characteristics:

  • 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


Locations: United States ; Illinois; Chicago

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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