Customer Success Engagement Director

General Electric (GE)

Saudi Arabia

Ref: KP132-1028

Job description / Role

Employment: Full Time

Role Summary:
The Director Customer Success Engagement is responsible for a team of individuals driving the ongoing attainment of outcomes, technology adoption, and satisfaction for GE Digital’s 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 setting team goals/priorities, enabling effective account coverage, and creating an inspiring team environment.

In this role, you will:
• Establish clear team goals/priorities in alignment with broader Customer Success and Engagement strategy.
• Monitor team performance on key metrics and employee satisfaction.
• Manage portfolio of accounts toward optimal coverage targets.
• Manage the team’s development and execution of action plans to achieve identified customer outcomes for named accounts by establishing critical goals or other key performance indicators.
• Monitor overall post-sales relationship with team’s assigned accounts.
• Support team’s post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy.
• Enable customer interactions in a manner that establishes credibility and trust as a business advisor.
• Direct growth plans development at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.
• Manage the achievement of key performance indicators for team’s portfolio identified accounts.
• Work with customer advocacy team to develop customer specific case studies and references to share team’s portfolio of account’s success.
• Enable 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 lead/resolve account escalations.Critical to success will be driving cross-functional collaboration and communication across sales, services, education, support, and product management to facilitate customer success touch points within your team’s portfolio of accounts.

Requirements

Qualifications/Requirements:

Basic Qualifications:
• Bachelor’s Degree from an accredited university or college in business discipline
• At least 8 years of experience in software or high tech marketing, commercial operations, sales, or service
• At least 5 years of experience in a direct customer facing role
• At least 3 years of experience managing direct reports

Eligibility Requirements:
• Must be willing to work out of an office located in Riyadh, KSA

Desired Characteristics:
• MBA or similar a plus
• Background in consulting or business development
• Familiarity or 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

About the Company

GE is a diversified technology, media and financial services company, dedicated to creating products that make life better. From aircraft engines and power generation to financial services, medical imaging, television programming and oil and gas, GE operates in more than 100 countries and employs over 300,000 people worldwide.

GE's Oil & Gas business is a leader in the development and delivery of advanced product and service offerings for the global oil and gas industry. As a consequence of the rapid expansion of its technology base, GE's Oil & Gas is capable of addressing the largest and most complex engineering and application challenges entirely from its own worldwide resources. So whether it's the world's largest LNG compression trains, re-injection of high sulfur gas, enhancing the safety and productivity of the world's oil and gas pipelines, or equipment for the production of oil and gas from harsh environments, GE is leading the charge.

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