General Electric Senior Staff Customer Success Manager in Open remote, California
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.
ServiceMax from GE Digital is a leading industry provider of field service management software – an estimated $25 billion market worldwide. The company continues to reimagine and create solutions for the 20 million people globally who install, maintain, and repair machines across dozens of industries as the leading provider of complete end-to-end mobile and cloud-based technology for the sector.
ServiceMax brings together the right data at the right moment to delight customers and drive business results at the crucial point of service. We’re rethinking field service, and delivering cutting edge technology to help companies perfect service delivery, drive revenue and growth, and delight customers. Come be part of our innovative team!
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 Manager is responsible for driving the ongoing attainment of outcomes for GE Digital’s strategic customers. They act as internal champion and quarterback, coordinating the cross functional approach required for sustained customer success and growth. Key focus areas will include outcome attainment, retention, expansion, and customer advocacy.
In this role, you will:
Lead the development and execution of action plans to achieve identified customer outcomes for named accounts by establishing critical goals or other key performance indicators.
Manage overall post-sales relationship with assigned 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.
Monitor post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy.
Manage customer interactions in a manner that establishes credibility and trust as a business advisor.
Execute growth plans at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.
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.
Achieve customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores.
Advocate customer needs/issues cross-departmentally and program manage account escalations.
Provide timely updates to sales team about potential commercial opportunities at customer site. Critical to success will be driving cross-functional collaboration and communication across sales, services, support, and product management to facilitate specific customer success touch points such as on-boarding, implementation, training, outcomes project planning /execution, and regular troubleshooting. Qualifications/Requirements: Basic Qualifications:
Bachelor’s Degree from an accredited university or college in business discipline Eligibility Requirements:
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 opening.
Significant customer success experience or related Field Service and Enterprise IT experience
Relevant enterprise software experience
Must be willing to travel 30% Desired Characteristics:
MBA a plus
Relevant SaaS experience is strongly preferred
Strong understanding of IT and enterprise system management and integration approaches
Must be able to manage multiple objectives at one-time
Ability to navigate large complex organizations
Ability to communicate effectively and persuasively at the C-level (internally and externally)
Experience in dealing with large enterprise accounts as a business leader
Demonstrated ability to work and interact with CxOs and high-level customer executives
Background in consulting or business development
Familiarity or past experience with customer success team
General urgency in execution and tendency toward speed with ability to adapt and change
Experience managing deep customer relationships (e.g. strategic account management or customer service)
Strong empathy for customers and capability for enabling profitable growth
Proven ability to influence through persuasion, negotiation, and consensus building
Strong executive presence
Strong business acumen including experience working in a B2B environment
Strong verbal and written communication skills 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.
Can instruct others on processes and procedures. Advises the customer on most favorable outcome, anticipates potential issues to proactively circumvent issues. Adapts to exceptions and develops new procedures and workarounds for others to use. Resolves issues pertaining to scope, schedule and budget, or drive change management.
Regularly updates product knowledge to understand new features and limitations. Understands the primary competitors and partners in the product space. Understands the go to market strategy and positioning of products. Has industry experience relevant to understanding common challenges and realities faced by customers. Understands navigating the product and can answer questions on basic functionality. Should be able to conduct basic demo of product.
Ability to serve as a trusted technical advisor to maximize customer outcomes using out-of-box capabilities from our offerings and demonstrate a pragmatic capability to identify specific gaps to be filled via product roadmap or service tailoring. Business Acumen:
Communicates the importance of understanding customer's business strategies to become 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.
Coaches/mentors 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.
Teaches others how to design and conduct a thorough client needs analysis and collect VOC data; uses available client data to proactively identify possible needs before they are expressed by client; can use advanced data analysis techniques to synthesize and act on information.#DTR Locations: United States; California; Open remoteGE will only employ those who are legally authorized to work in the United States for this opening.