Business Segment: Digital Commercial Professional Services & Support
Location(s): United States; California; San Ramon
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. 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.
Role Summary: The VP, Customer Support plays a critical executive leadership role within GE Digital’s Customer Success team, serving as a key influential leader to build and develop sustainable post-sales support operations, customer support initiatives, and continuous improvement of GE’s portfolio as it relates to customer outcomes.
This person will report to the Chief Customer Success Officer with P & L responsibility for GE Digital’s global, customer Support organization across the Logistics, Manufacturing, Energy and Emerging Verticals. This person will own the vision, strategy and execution for driving all customer support across our digital solutions, leading one integrated, global support model.
As the VP Customer Support, you will:
Build and lead a world class global team of customer support professionals with expertise in software support
Create a consistent and valued customer support experience developing and scaling repeatable methodologies and proven best practices
Define and optimize the customer lifecycle and map the customer support journey with a focus on metrics
Drive renewal rates and expand our services revenue in accounts though cross-sell and up-sell through collaboration with sales teams, implementation/delivery professionals and business leaders,
Maintain and expand highly effective working relationships with customers/users, stakeholders, vendors and partners to integrate strategic support and continuous improvement plans into overall strategic objectives.
Influence future lifetime value through higher customer satisfaction and overall health scores
Drive a customer success culture and effectively act as an internal customer advocate at the executive level, exposing the customer’s pain points and opportunities at high levels of the organization
Provide key strategic voice of the customer input to the commercial and engineering leadership team, aligning the customer’s key imperatives with the PS software solutions annual and long term goals
Partner with shared technical and business resources across multiple functions and shared centers of excellence (Engineering, Product, Software, Marketing, etc.) to effectively deliver and support solutions
Enhance existing support strategies and develop new strategies to improve customer interaction and contact deflection
Work as a business partner with client leaders and users to evaluate/improve business processes and arrive at mutual, cost effective solutions for business process efficiency and productivity
Ensure timely, consistent and accurate responses to client queries, escalations, concerns or complaints
Drive improvements and initiatives in partnership with relevant stakeholders or business owners to resolve support issues, failures or adverse feedback from clients
Work cross functionally to share best practices and modify processes and policies to improve overall customer experience
Mentor, coach and develop team members to increase their effectiveness as well as employee engagement by creating a continuous learning and collaborative environment
Manage all aspects of software upgrades from a support perspective
Set and report on goals and performance metrics on a weekly, monthly and annual basis
BA/BS degree in Business, Finance, or related professional field
At least 10 years of progressive work experience in a large, global customer support organization
At least 5 years of leadership experience leading a large, global support organization
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job
Must be willing to travel 30%
Must be willing to work out of an office located in San Ramon, CA
Broad and deep technical experience with cloud and emerging technologies, including Outcome-as-a-Service (OaaS), Infrastructure-as-a-Service (IaaS), Platform-as-a-Service (PaaS)
Experience with solution delivery, software delivery and system integration background
Experience & track record for successfully leading & growing a large, complex, matrixed and global Customer Support Organization, SaaS, OaaS, software organization is highly preferred
Familiarity with deploying the net promoter score (NPS) metric for support organizations.
Experience with cloud deployments, software integrations and analytics apps
Demonstrated operational management experience, with track record in developing successful technical, software support organizations
Ability to develop and execute multiple strategic priorities and approaches to meet objectives & deliver results
Focus on driving customer outcomes to determine success through direct customer interaction and organizing the team for customer impact
Exceptional interpersonal skills & executive presences– ability to synthesize complex issues and communicate into simple messages for peers, customers and national employee teams
Strong business acumen
Proven ability to influence, energize, develop and drive change through exceptional written and verbal communication skills
Experience leading a P&L with financial responsibilities and providing leadership for all functional services areas including experience handling customer escalations
Strong track record of building a high-performance team; attracting, developing and retaining talent
Demonstrated success in working with customers to resolve complex issues and develop solid business relationships
In-depth knowledge of and experience in the Digital Technologies, IT, Software markets, and GE Digital Software Solutions
Inclusive leadership style with a focus on personal involvement, trust and flexibility
Ability to present in front of large groups, deal with ambiguity, and demonstrate composure in stressful situations where competing priorities must be managed
Proven client engagement capability: unrelenting passion and zeal to engage with customers
Passionate about driving change/influence across cross functions and organizational boundaries
Ability to translate strategic direction into tactical deliverables that are readily embraced by organization’s tactical layers
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