Business Segment: Digital Commercial Professional Services & Support
Location(s): Algeria; Algiers
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 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 lifecycles (offer utilization, recovery, outcomes achievement and offer evolution).
Essential Responsibilities: • Collaborate with Commercial and Regional GE tems 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 domain, product and business advisor in the Energy Digital sector. • Work with marketing and commercial teams to develop customer specific case studies and references to share covered account’s success. • Provide timely updates to sales team about potential growth opportunities at customer site. • Most importantly, work with product, services delivery and support teams to ensure the health of the GE Digital deployments, managing escalations, delivering insights on the health of the product and customer experience and driving resolution to any customer issues with GE products or services. • Be a champion for your assigned customers
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 service • At least 3 years of experience in a direct customer facing role
Eligibility Requirements: (Country Specific) • Legal authorization to work in Algeria is required, and in the Middle East Region, is highly desired. . We will not sponsor individuals for employment visas, now or in the future, for this job. • Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen • Must be willing to travel 30-50% • Must be willing to work at the customer’s Site and out of a GE office located in Algeria. • Must be bi-lingual French and English
Desired Characteristics: • Understanding of the Energy business and SaaS + Cloud technologies • 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 • Strong verbal and written communication skills
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