General Electric Digital Adoption Services Leader - ATLAS-2 in Waukesha, Wisconsin
Job Description Summary
The Digital Adoption Services Leader (ATLAS) will be focused on delivering outcomes for our Customers associated with our Digital suite of products, including: Edison Analytics and our Performance Intelligence Analytics offerings along with Edison Cloud and Edison Health Link based offerings. GEHC provides its customers with innovative software solutions that improve clinical care, organizational operations, and financial performance. Digital Adoption Leaders help our customers to define, accelerate, and expand their paths to success with those solutions. Digital Adoption Leaders serve as trusted domain advisors and leverage internal resources, best practices, and industry expertise to proactively support Customers, resolve issues and ensure our Customers receive maximum value from our offerings.
Accountable for high adoption of GEHC solutions by Customers by leading the creation and execution of a thorough and action-oriented Adoption Plan
Ensure understanding of Customers organizational and IT strategies and desired outcomes for their department and organization.
Build and maintain Success Plans with Customers to continuously delight and deliver value, including outcome and metric definition, and milestone and risk management
Continuously monitor usage for assigned Customers to proactively assist Customers with issues, updates, and license expansions
Deliver Quarterly Solution Reviews to Customer
Ensure smooth service delivery in line with contractual commitments providing interface between Customer and GEHC internal resources. Ensure service delivery meets SLA (Service Level Agreement) targets in line with contractual resolution times
Demonstrate advanced insights and understanding of customer’s business/industry/revenue streams and appropriately challenge the way a customer views both their business and processes. Continuously maintain that skill
Ensure collaboration and alignment with product teams: drive knowledge increase, market understanding
Lead, understand, and advocate for the product, services and support needs of the Customer. Engage and facilitate GE teams necessary to foster positive GEHC customer relationship.
Responsible for account retention and satisfaction
5+ years of experience in software or high-tech marketing, commercial operations, sales, or service
3+ years of experience in a direct customer facing role
Must be willing to travel 60%
GEHC program experience will be considered in lieu of specific items above
Demonstrates integrity and trustworthiness; Remains at ease in ambiguous work situations and is open to change; Contributes to an environment where teams are encouraged to reach beyond themselves and connect across constituent groups.
Comfort with core business processes across multiple functions, and a relentless focus on information that improve Customers time to value and eases their interactions
General urgency in execution and tendency toward speed with ability to adapt and change
Strong verbal and written communication skills
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.
Able to develop plans and identify metrics to measure GE impact to Customer's bottom line, clearly articulating the GE value proposition.
Able to communicate the fundamentals of the Customers’ business; Able to develop a strategy map to show understanding of the Customer’s organizational structure.
Able to increase client engagement to further pace and focus required to achieve business priorities and uncover desired outcomes for both the Customer and GE; Continuously influences the Customer to think ahead on what is needed to acquire, deploy, and utilize the solution.
Engages positively across multiple departments, GE businesses and Customers to manage conflict and establish clarity, vision, and mutual trust in order to achieve a business goal. Models collaborative behavior to encode these behaviors among team members, fostering an environment of openness and mutual trust.
Ensures balanced perspective on Customer/function needs vs business goals; Provides transparency into problem solving approach and options; Demonstrates ability to determine fair and reasonable outcomes with shared tradeoffs.
Increases client engagement to further drive the pace and focus required to achieve business priorities and uncover desired outcomes for both the Customer and GE; Continuously influences the Customer to think ahead on what is needed to acquire, deploy, and utilize the solution.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://assets.phenompeople.com/CareerConnectResources/GE11GLOBAL/en_global/desktop/assets/images/poster_screen_reader_optimized_w_supplement.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.
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: No