Business Segment: Digital Commercial Professional Services & Support
Location(s): China; ShangHai; Shanghai
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.
Role Summary: The Principal 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 reliable time to value across most major customer lifecycles (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. • Execute growth plans at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings. • Lead 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. • 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. • Provide timely updates to sales team about potential commercial opportunities at customer site.
• Bachelor’s Degree in “STEM” Majors (Science, Technology, Engineering and Math), • At least 5 years of experience in, commercial operations, sales, or program management • At least 3 years of experience in a direct customer facing role
Eligibility Requirements: • Legal authorization to work in China is required. • Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen • Must be willing to travel • Must be willing to work from home or closest GE office or a combination of the two.
Desired Characteristics: • Experience managing complex projects and programs in the civil or military aviation, aerospace or manufacturing sectors • Domain expertise in airline operations is an advantage • Experience in the design, delivery, use of digital analytics, business intelligence, decision support solutions • Familiarity with civil aviation industrial sector APAC region is an advantage • Prior experience representing GE or other employer in business and contractual discussions with customer
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