Senior Customer Success Engagement Director

Job description / Role

Role Summary:

The Senior Customer Success Engagement Director is responsible for a team of technology touch account health monitoring directors and managers driving the ongoing attainment of satisfaction for GE's customers. They act as internal champion and quarterback, coordinating the cross functional approach required for sustained customer satisfaction and growth.

Essential Responsibilities:

Key focus areas will include setting team priorities, managing team profit and loss to margin targets, developing and sustaining effortless tech touch customer journeys, and creating an inspiring organizational environment for customer needs.

In this role, you will:

- Establish clear team goals/priorities in alignment with broader Customer Success and Engagement strategy.
- Manage portfolio of Premier Acceleration Plan accounts toward optimal coverage targets.
- Enable an effortless post-sales high-tech experience with team's portfolio of assigned accounts.
- Oversee tech touch campaigns and outreach plans within assigned portfolio of accounts to increase adoption/utilization of existing offerings, increased demand/consumption of new offerings, and improved overall satisfaction/health scores.
- Advocate customer needs/issues cross-departmentally and lead/resolve account escalations in a timely manner.
- Enable high-tech customer interactions in a manner that establishes credibility and trust.
- Monitor team performance on key metrics and create an inspiring organizational environment.
- Achieve margin targets in alignment with the Customer Success and Engagement strategy.
- Support enablement of post-sales customer lifecycle activities for portfolio of assigned accounts including training, professional services, technical support, renewals, expansion, and advocacy.
- Work with customer advocacy team to develop customer specific case studies and references to share successes.

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:

- Bachelor's Degree and/or equivalent experience
- Major professional experience.

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 Us:

At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It's about making infrastructure more intelligent and advancing the industries critical to the world we live in. At GE, we believe it's about the future of industry energy, healthcare, transportation, manufacturing. It's about making the world work better. GE is transforming itself to become the world's premier digital industrial company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower operating costs, reduce risk and accelerate operational performance with our Predix platform and software solutions.
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GE is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, and according with all local laws protecting different status.

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.