Sr Staff Customer Success Manager

Job description

3149465
Additional Cities

Calgary
Career Level

Experienced
Relocation Assistance

No
Business

GE Digital
Business Segment

Digital Commercial Professional Services & Support
Function

Services
Country/Territory

Canada
Additional States/Provinces

Alberta
Postal Code

T2E 8W1
Role Summary/Purpose

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.
Qualifications/Requirements

Basic Qualifications

·  Bachelors 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

Eligibility Requirements:

·  Legal authorization to work in Canada is required

·  Must be willing to travel up to 40%

·  Must be willing to work out of an office located in Calgary, Canada
Desired Characteristics

·  MBA or similar a plus

·  Background in consulting or business development

·  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

·  Strong business acumen including experience working in a B2B environment

·  Strong verbal and written communication skills

·  Lean Six Sigma, Green/Black Belt expertise preferred

Technical Expertise:

·  Proactively makes or recommends decisions based on in-depth analysis; Able to define critical problems to be solved; Identifies data sources required to execute analytics; With guidance from manager, able to select and conduct advanced analytic techniques; 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 finding.

·  Can instruct others on processes and procedures. Advises the customer on most favorable outcome, anticipates potential issues to proactively circumvent issues. Adapts to exceptions and develops new procedures and workarounds for others to use. Resolves issues pertaining to scope, schedule and budget, or drive change management.

·  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. Has industry experience relevant to understanding common challenges and realities faced by customers. Understands navigating the product and can answer questions on basic functionality. Should be able to conduct basic demo of product.

·  Ability 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.

Business Acumen:

·  Communicates the importance of understanding customer's business strategies to become an advocate for profitability on behalf of the customer - actively reviews accounts, meets with customers, observes sales force, etc. Coaches/mentors peers and others on the relationship between GE solutions and value to the customer.

·  Coaches/mentors others on best practices for project delivery and execution. Acts as advisor to others in the area of customer satisfaction; focuses on tangible and intangible benefits to ensure customer awareness and satisfaction.

Leadership:

·  Establishes & communicates team members' roles in relation to their function and data. Shares knowledge, power and credit, establishing trust, credibility, and goodwill. Coordinates role responsibilities with that of others to achieve mutual goals. Encourages groups to work together to efficiently resolve problems. Problem solves and proven track record to solve problems. Customer advocate.

·  Communicates functional strategy and roadmap with sufficient detail for teams to utilize. Describes functional area information to leaders. Coaches others on effective presentation skills. Collaborates with leadership on mediums and messages that drive the intended direction of the organization with measurable results.

Personal Attributes:

·  Leads customers to take ownership of explaining their business problems through mutual understanding; engages customers by creating exciting dialogue.

·  Demonstrates a passion for work and for continual learning. Persistently seeks to accomplish challenges and approaches difficult situations with optimism. Encourages their team's commitment to GE's corporate goals and beliefs. Identifies new opportunities by creating bonds of trust with customers.

#DTR
About Us

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.
Primary Country

Canada
Primary State/Province

Alberta
Primary City

Calgary