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Sr Services Staff Manager - Digital Success Management

  • GE Digital
  • Experienced
  • Posted 11/8/2017 9:51:53 AM
  • 3004191
  • Job Function: Services
  • Business Segment: Digital Commercial Professional Services & Support
Location(s): Saudi Arabia; Riyadh


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 Customer Success & Engagement Director is responsible for driving the ongoing attainment of outcomes for GE Digital’s strategic customers. They act as an 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. The role will also indirectly be involved in managing a team of Change Agents and Education/Training Consultants.

Essential Responsibilities:
• Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math)
• At least 10 years of experience in software or high tech marketing, outcome selling or consultative leadership roles
• At least 7 years of experience in a direct customer facing role
• Bachelor’s degree required; Master’s preferred
• 7-10+ years experience in change consulting and project management
• Demonstrated experience influencing change at all levels of the organization
• Change planning and Executive Stakeholder management experience
• Strong personal presence and interpersonal skills capable of working effectively with others on the senior management team as well as individuals throughout the organization
• Detail-oriented, inquisitive, problem-solving in nature
• Very hands-on in defining objectives and producing deliverables in a fast-paced environment
• Excellent written and verbal communication skills with proven ability to communicate with individuals at various levels within the organization and with external stakeholders
• Masterly of Microsoft Office (especially, Excel and PowerPoint)
• Strong track record of Customer Engagement & Change Transformation projects at enterprise scale and hierarchical organizations.
• Able to excel in a team environment.
• Minimum of 5 years of managerial or leadership experience.
• MBA or similar a plus
• Demonstrates capability to see around corners and prescribe architectures or solutions targeted to maximum scalability, repeatability and supportability; Able to synthesize data governance and security opportunities where appropriate; Possesses astute holistic understanding of to-be product roadmaps and ability to mitigate risks via multi-generational proposals to iterate on value delivery.
• Able 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.
• Has demonstrable expertise and understanding of one or more products; Acts as a resource for others in solution design; Knows best practices which result in higher adoption of solutions based on product capabilities; Able to communicate product capabilities internally and in customer facing situations.
• Demonstrates ability to diagnose and solve basic to intermediate issues; Able to isolate moderately complex scenarios down to actionable items within designated job function; Can be utilized to problem solve at customer sites as the GE representative.

Qualifications/Requirements:
• Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math)
• At least 10 years of experience in software or high tech marketing, outcome selling or consultative leadership roles
• At least 7 years of experience in a direct customer facing role
• Bachelor’s degree required; Master’s preferred
• 7-10+ years experience in change consulting and project management
• Demonstrated experience influencing change at all levels of the organization
• Change planning and Executive Stakeholder management experience
• Strong personal presence and interpersonal skills capable of working effectively with others on the senior management team as well as individuals throughout the organization
• Detail-oriented, inquisitive, problem-solving in nature
• Very hands-on in defining objectives and producing deliverables in a fast-paced environment
• Excellent written and verbal communication skills with proven ability to communicate with individuals at various levels within the organization and with external stakeholders
• Masterly of Microsoft Office (especially, Excel and PowerPoint)
• Strong track record of Customer Engagement & Change Transformation projects at enterprise scale and hierarchical organizations.
• Able to excel in a team environment.
• Minimum of 5 years of managerial or leadership experience.
• MBA or similar a plus
• Demonstrates capability to see around corners and prescribe architectures or solutions targeted to maximum scalability, repeatability and supportability; Able to synthesize data governance and security opportunities where appropriate; Possesses astute holistic understanding of to-be product roadmaps and ability to mitigate risks via multi-generational proposals to iterate on value delivery.
• Able 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.
• Has demonstrable expertise and understanding of one or more products; Acts as a resource for others in solution design; Knows best practices which result in higher adoption of solutions based on product capabilities; Able to communicate product capabilities internally and in customer facing situations.
• Demonstrates ability to diagnose and solve basic to intermediate issues; Able to isolate moderately complex scenarios down to actionable items within designated job function; Can be utilized to problem solve at customer sites as the GE representative.

Desired Characteristics:
Business Acumen:

• Able to uncover and articulate critical success factors necessary for the customer to acquire, implement, and utilize a solution; Able to assist customer in identifying shortcomings even when they may delay a commercial decision.
• Able to coach/mentor to 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.
• Able to establish, maintain, and grow key executive relationships within customer accounts; Adept at navigating political and hierarchical landscape and facilitates the customer decision making process.
• Strong knowledge of processes & tools critical to domain operations (e.g., regulations, standards, principles, etc.); Has practical hands on experience as well as academic knowledge on the subject.
• Able to teach others how to design and conduct a thorough client needs analysis and collect VOC data; Uses available client data to proactively identify possible needs before they are expressed by client.

Leadership:

• Proactively identifies and removes project obstacles or barriers on behalf of the team; Able to navigate accountability in a matrixed organization; Communicates and demonstrates a shared sense of purpose.
• 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.
• Able to lead a matrixed team to drive customer situations and function as point of contact for major escalations; Seeks to recognize failure points proactively and communicate concerns to product team; Drives organizational awareness of processes, delivers regular updates and communication on process changes through multiple communication channels.
• Influences through others, including by use of experts or other third parties; Foresees downstream consequences and effectively tailors communication strategy to support a positive outcome.
• Possesses courage to share point-of-view and facilitate tough conversations; Able to pick up on subtle cues that could add risk to projects or initiatives; Able to proactively cultivate and identify non-obvious solutions to problems through an astute understanding of stakeholder roles and dynamics.

Personal Attributes:

• Leads customers to take ownership of explaining their business problems through mutual understanding; Able to engage customers by creating exciting dialogue.
• Effectively directs and mentor’s others in critical thinking skills; Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices.
• Demonstrates a passion for work and for continual learning; Persistently seeks to accomplish challenges and approaches difficult situations with optimism; Encourages his/her team's commitment to GE's corporate goals and beliefs. Identifies new opportunities by creating bonds of trust with customers.
• Influences and energizes others toward the common vision and goal; Able to maintain excitement for a process and drive new directions of meeting a goal in the face of unfavorable odds and setbacks.

Locations: Saudi Arabia; Riyadh

GE offers a great work environment, professional development, challenging careers, and competitive compensation.  GE is an Equal Opportunity Employer.  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.


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