General Electric Customer Success Leader in Des Moines, Iowa
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.
The Customer Success Leader (CSL) will develop customer relationships that promote retention and loyalty through a partnership approach to improving outcomes. The CSL will drive overall client success, satisfaction and growth through delivery and adoption of Healthcare solutions, that align to the customers goals and objectives.
Responsible for collaborating closely with key customer stakeholders and internal teams to develop and execute on a customer specific strategy that will ensure maximized and sustained value through the entire customer lifecycle
Responsible for direct management of customer accounts, operating at both a strategic and a tactical level to improve outcomes, customer satisfaction, success and growth by fostering a balanced relationship that benefits both GE Healthcare and the customer with the goal of maintaining reference ability and outstanding customer performance.
Responsible for owning the customer relationship
Measured and incented for customer retention, achievement of customer success KPI’s and customer satisfaction on all assigned accounts.
Acts as a trusted advisor to customer accounts, consulting on best practices
Act as an advisor to the internal teams and leadership to provides insight on status and health of customer accounts.
Function as the single point of contact between internal stakeholders and the health system to drive timely resolution of issues. Serve as customer advocate, engage and facilitate any teams necessary to support the customer relationship and ensure a seamless experience.
Possess detailed understanding of customer business operations in order to align business solutions to customer’s desired outcomes.
Strive to attain a position to be considered by customer to be a valuable and forward-thinking partner that will help them meet their short and long-term goals.
Aide sales processes to drive renewals and expansion
Develop and maintain a customer specific roadmap, designed to drive adoption, retention and growth
Drive partnership through developing director and executive level reviews & reports and facilitating meetings that focus on GE’s recommendations & solutions to improve the client business performance.
Coordination of internal teams’ engagement with the Health system to ensure consistency of approach and outcomes.
Benchmark key metrics and direct the collection of data to demonstrate value. Drive reference ability and support Marketing programs (case studies, industry webinars, customer success stories etc.).
Participate in application / operational assessments to assist clients in maximizing the use of the healthcare systems to ensure ROI and identify optimization and adoption opportunities for growth and success.
Work with clients on upgrade strategy and timeline, stay current on software version
Provide input to Development, Sales, Marketing, and Support, as well as other appropriate internal groups regarding customer business priorities and feedbacks
Participate in the coordination of site visits, regional and national user groups as well as regional and national executive forums
Monitor and achieve contract deliverables as assigned and drive adoption of Healthcare solutions Qualifications/Requirements: Basic Qualifications:
Bachelor’s degree (Business or Technical Preferred, BA/BSEE/BSME) plus a minimum of 7 years in Customer Service, program management, sales or healthcare leadership roles OR 12 years of relevant experience Eligibility Requirements:
Legal authorization to work in the U.S. is required. GE may agree to sponsor an individual for an employment visa now or in the future if there is a shortage of individuals with particular skills
Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
Willingness to travel up to 40% Desired Characteristics:
Strong executive presence and high degree of professionalism. Experience and high comfort level engaging with hospital and company employees of all levels
Strong analytical skills and business acumen (i.e. knowledge of healthcare service lines, Profit & Loss centers, balance sheets, capital & operational planning)
Strong communication skills and ability to synthesize complex issues and communicate clearly
Demonstrated ability to energize, develop, and build rapport at all levels within an organization
Experience working in the Healthcare industry including interaction with hospital administration (i.e. account management, relationship-building experience)
Experience in client-facing role such as consulting, project management, or process improvement (Six Sigma/ LEAN) while serving as advocate for client’s needs
Knowledge of and experience working with the company’s solution sets
Experience working in a highly-matrixed environment, effectively influencing and persuading others to achieve GEHC goals defined in client success strategy
Healthcare industry and market knowledge
Experience anticipating challenges or roadblocks and successfully mitigating those risks while achieving desired outcomes for client and GEH
Experience maintaining flexible approach when faced with business or client course corrections (i.e. client cost-out initiatives, industry economic conditions, healthcare reform legislation, etc.)#DTR 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, Puerto Rico, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; Open to all US citiesGE will only employ those who are legally authorized to work in the United States for this opening.