General Electric Principal Customer Success Manager in Anchorage, Alaska
The Principal Customer Success Manager enables customers to achieve their desired outcomes by providing an effortlessly predictable experience. This is achieved by ensuring effortless execution and supporting reliable time to value across most major customer lifecycles (offer utilization, recovery, outcomes achievement and offer evolution).
Collaborate with Sales function to monitor health of covered accounts and define action plans based on account health results.
Execute growth plans at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.
Lead the development and execution of action plans to achieve identified customer outcomes for named accounts.
Collaborate cross-functionally to shepherd customers through the onboarding process by providing clear guidance about next steps, maintaining open lines of communication, and connecting customers to the appropriate internal resources.
Manage customer interactions in a manner that establishes credibility and trust as a business advisor.
Lead the development and measurement of key performance indicators for identified accounts to establish a baseline as well as continued reporting capabilities on outcomes achievement.
Work with customer advocacy team to develop customer specific case studies and references to share covered account’s success.
Provide timely updates to sales team about potential commercial opportunities at customer site. Qualifications/Requirements: Basic Qualifications
Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math), Master’s Degree Preferred
At least 5 years of experience in software or high tech marketing, commercial operations, sales, or service
At least 3 years of experience in a direct customer facing role Eligibility Requirements: (Country Specific)
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 travel 35%
Must be willing to work out of a home office in the Continental of United States Desired Characteristics: Technical Expertise:
Proactively makes or recommends decisions based on in-depth analysis; Able to define critical problems to be solved; Identifies data sources required to execute analytic; With guidance from manager, able to select and conduct advanced analytic techniques; Uses a formal process to present findings and recommend specific actions that relate to business objectives; Proposes alternative business strategies as appropriate; Applies data visualization to support finding.
Demonstrated capability to see around corners and prescribe architectures or solutions targeted to maximum scalability, repeatability and supportability. Ability to synthesize data governance and security opportunities where appropriate. Astute holistic understanding of to-be product roadmaps and ability to mitigate risks via multi-generational proposals to iterate on value delivery. Ability to work cross functionally to positively influence product roadmaps where applicable.
Can follow processes without assistance. Recognizes variations to the process and works to resolve independently. Can adapt to gaps or exceptions to the processes and adjust accordingly. Ability to interact with the customer demonstrating expertise and insight, and manage expectations.Business Acumen:
Serves as an advocate for profitability on behalf of the customer - actively reviews accounts, meets with customers, observes sales force, etc.; Coaches/mentors peers and others on the relationship between GE solutions and value to the customer.
Able to coach and train others on best practices for project delivery and execution; Acts as advisor to others in the area of customer satisfaction; focuses on tangible and intangible benefits to ensure customer awareness and satisfaction.
Establishes, maintains, and grows key executive relationships within customer accounts. Adept at navigating political and hierarchical landscape and facilitates the customer decision making process.
Pioneers how our technology solves customer problems from a technology and business perspective. Knowledge of processes & tools critical to domain operations (e.g., regulations, standards, principles, etc.). Has practical hands on experience as well as academic knowledge on the subject.Leadership:
Proactively identifies and removes project obstacles or barriers on behalf of the team; Able to navigate accountability in a matrixed organization; Communicates and demonstrates a shared sense of purpose.
Demonstrated ability to define requirements and collaborate on solutions, leveraging personal technical knowledge and network of experts. Communication style encourages effective interaction with customer and cross-functional teams. Leverages knowledge of product capability to mitigate risk and drive desired outcome.
Able to lead a matrixed team to drive customer situations and function as point of contact for major escalations; Seeks to recognize failure points proactively and communicate concerns to product team; Drives organizational awareness of processes, delivers regular updates and communication on process changes through multiple communication channels.
Influence others, including by use of experts or other third parties; Foresees downstream consequences and effectively tailor’s communication strategy to support a positive outcome.Personal Attributes:
Leads customers to take ownership of explaining their business problems through mutual understanding; Able to engage customers by creating exciting dialogue.
Demonstrates a passion for work and for continual learning; Persistently seeks to accomplish challenges and approaches difficult situations with optimism; Encourages his/her team's commitment to GE's corporate goals and beliefs. Identifies new opportunities by creating bonds of trust with customers.#DTR 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 at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.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. Locations: United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; open to USGE will only employ those who are legally authorized to work in the United States for this opening.