Senior Customer Success Manager

Job description / Role

Role Summary:

The Senior Customer Success Manager enables customers to achieve their desired outcomes by providing an effortlessly predictable experience. This is achieved by ensuring effortless execution and supporting customer life cycles (offer utilization, recovery, outcomes achievement and offer evolution).

Essential Responsibilities:

- Collaborate with Sales function to monitor health of covered accounts and define action plans based
on account health results.
- Support the execution of growth plans at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.
- Participate in the development and execution of action plans to achieve identified customer outcomes for named 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.
- Manage customer interactions in a manner that establishes credibility and trust as a business advisor.
- Participating in the 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.
- Provide timely updates to sales team about potential commercial opportunities at customer site.

Requirements

Qualifications/Requirements:

- Bachelor's Degree in Computer Science or in "STEM" Majors (Science, Technology, Engineering and Math)
- At least 5 years of experience in software or high tech marketing, commercial operations, sales, or Services role
- At least 3 years of experience in a direct customer facing role

Desired Characteristics:

- 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
- Experience with Salesforce Service Cloud, Communities, and Knowledge
- Strong verbal and written communication skills

Technical Expertise:

- Able to make or recommend decisions based on in-depth analysis; Able to define critical problems to be solved; Identifies data sources required to execute analytics.
- 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 findings.
- Able 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.
- Can follow processes without assistance. Recognizes variations to the process and works to resolve independently. Can adapt to gaps or exceptions to the processes and adjust accordingly.
- Able to diagnose and solve basic to intermediate issues; Able to isolate moderately complex scenarios down to actionable items within designated job function.
- 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.

Business Acumen:

- Able to analyze and calculates GE's ability to provide economic value to the customer's process and financial story.
- 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.
- Understands the domain and the problem space in the domain; Communicates and translates customer needs into more technical requirements.

About Us: GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE's mission and deliver for our customers.

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.