General Electric Customer Success Manager in Des Moines, Iowa
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 include end-user adoption, outcome attainment, retention, expansion, and customer advocacy. This role specifically focuses on the Chemicals and Oil and Gas industries for customers utilizing Asset Performance Management solutions.
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.
Drive overall post-sales relationship with assigned accounts and engage when relevant during pre-sales activities.
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.
Oversee 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/adoption, outcomes project planning /execution, and regular troubleshooting.
Bachelor's degree from an accredited university or college (or a high school diploma/GED with at least 5 years of experience in Software or Transportation)
Minimum of 5 years of experience in software, high-tech marketing or railroad, and/or commercial operations, sales, or service experience
Willingness to travel up to 35% of time
Strong interpersonal and communication skills
Rail or truck transportation management experience
General urgency in execution and tendency toward speed with ability to adapt and change
Strong business acumen including experience working in a B2B environment
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.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.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.
Locations: United States; Florida, Georgia; Jacksonville, Atlanta
GE will only employ those who are legally authorized to work in the United States for this opening.