General Electric Premier Support Manager in London, United Kingdom
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.
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The Premier Support Manager will oversee a portfolio of Premier Support accounts to aid in cohesive support for the customer. This position requires an aptitude for owning the technical relationship of the customer internally for the needs of the customer.
The candidate will work closely with the Customer Success Manager to oversee the relationship and needs of the customer. The candidate will be expected to own the technical conversation, prioritizing where needed, and working within the company to deliver on-time results to the customer. A deep understanding of the implementation and customizations in use is key to communicating, both to the customer and internal teams, best practices and case updates. The candidate will also coordinate with our product team for roadmap items that are pertinent to the customer and their business needs.
Imagine Flawless Field Service. Imagine eliminating inefficiencies, driving growth, and solving customer issues sometimes before they even know they have a problem. We are the ONLY complete end-to-end field service application suite delivered in the cloud, driving transformation across all field service functions. At ServiceMax our mission is to help OUR customers deliver the best field service possible to THEIR customers. And that mission starts with our employees. Our commitment to creating a FLAWLESS experience for our customers is driven by our commitment to our employees and our core values:
Finish strong, never give up, play to win
Learn from our mistakes, innovate, and take risks
Always raise the bar, every quarter… no complacency
We are our partners’ best partner
Turn every customer into a raving fan
Excellent people. We only hire them if we love them
Support for each other: Collaboration with respect
Soul! We will always be a great place for our employees to work and build their careers Qualifications/Requirements:
Manage interactions between Support / Engineering / Product and the Customer Success Manager (CSM) to deliver a unified support experience to our customers
Attend and support CSM in regularly scheduled calls with the customer
Organize and manage the prioritized needs of the customer to Support, Engineering and Product to meet customer objectives
Understand the customer's customizations and business needs, and be able to communicate this to aid in support
Be available via telephone, email and web based chat to support our customers
When needed, work on individual customer cases, replicating customer problems and identifying possible resolutions
Ability to present, formally via slide deck or other means, a review of customer cases within Support, including their Current status and Next Steps and best practices
In coordination with CSM, proactively notify customers of upcoming maintenance events, upgrades and details surrounding any events that may impact or interest the customer
Knowledge Article creation and reviewing, especially around the documentation of customer's customizations and needs
Attend weekly post-mortem calls to be involved with the account's needs
Prepare and deliver presentations, in coordination with the CSM, to customers
Strong organizational skills
Willingness to travel up to 25% Desired Characteristics:
Salesforce Administrator 201 preferred
Salesforce Advanced Administrator 211 preferred
Strong experience in information technology, focusing on software support
Understanding of cloud based environments, including SaaS and PaaS
Excellent communication skills
Bachelor degree in IT related field, or equivalent work experience
Sound knowledge and hands-on exposure to a major Relational Database Management System (Oracle and/or SQL*Server preferred)
Ability to work in a globally distributed team environment, liaising with on-site teams and customers #DTR Locations: United Kingdom; LondonGE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www1.eeoc.gov/employers/upload/eeocselfprint_poster.pdf . 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.