Sunday, May 27, 2018

Sr. Staff Customer Success Manager




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.

Role Summary:

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.

Essential Responsibilities:

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.

Requirements
Qualifications/Requirements:

- Bachelor's Degree from an accredited university or college in business discipline
- At least 5 years of experience in software or high-tech marketing, commercial operations, sales, or service
- At least 3 years of experience in a direct customer facing role
- Fluent in Arabic & English
- Legal authorization to work in the U.A.E is required. GE may agree to sponsor an individual for an employment visa now or in the future if there is a shortage of individuals with particular skills.
- Must be willing to travel up to 40%
- Must be willing to work out of an office located in Dubai, UAE

Desired Characteristics:

- MBA or similar a plus
- Background in consulting or business development
- O&G industry experience
- Exposure to software/digital solutions in a project/product/program or sales capacity
- 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
- Lean Six Sigma, Green/Black Belt expertise preferred

Locations: United Arab Emirates; Dubai

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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