Customer Support Director, Global Support Services
Posted 12/12/2017 12:49:51 PM
Business Segment: Digital Commercial Professional Services & Support
Location(s): United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Northern Mariana Islands, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; all us states
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.
At GE Digital, we are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It’s about making infrastructure more intelligent and advancing the industries critical to the world we live in. At GE, we believe it’s about the future of industry—energy, healthcare, transportation, manufacturing. It’s about making the world work better. GE is transforming itself to become the world's premier digital industrial company, executing critical outcomes for our customers. Explore how you can drive greater asset reliability, lower operating costs, reduce risk and accelerate operational performance with our Predix platform and software solutions. 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 Customer Support Director, Global Support Services plays a critical executive leadership role within GE Digital’s Customer Success and Support team. Serves as a key influential leader to build and develop sustainable post-sales support operations, customer support initiatives & continuous improvement of GE’s portfolio as it relates to customer outcomes.
Will report to the VP, Global Customer Support. Will own the vision/strategy/execution for driving all level 1 customer support across all of GE’s global software solutions.
Build and lead a world class global team of customer support professionals with expertise in software support
Be responsible for interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Mentor, coach and develop team members to increase their effectiveness as well as employee engagement by creating a continuous learning and collaborative environment
Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices for a global level 1 support function across GE's global product portfolio
Partner with the Business Units to determine scalable and effective first response and first pass resolution and appropriate routing for BU advanced cases.
Identify areas for improvement in customer service, develop initiatives to address these areas, and lead the team in executing and optimizing these initiatives swiftly and effectively
Build the support backbone through specific phased plan towards adoption of technology and level 0 and level 1 support best practices
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.
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 software solutions annual and long-term goals
Establish connection and process between Global level 1 team and level 2 business / product line verticals and critical account escalations team
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
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
Set and report on goals and performance metrics on a weekly, monthly, and annual basis through reporting tool such as DOMO or Tableau
Year One Success:
Key deliverables for this leadership role in the first 12 months will be:
Build a world class, level 1 customer support organization that performs at scale across GE’s global software portfolio.
Craft and operationalize the L0 strategy through automation, artificial intelligence and RPA
Enhance a working customer support model for all current offerings and develop the interface between the various support levels, professional services back into the sales and product development teams
Achieve a successful model which can be implemented and repeated effectively in all global markets
Develop the capability to achieve Key Performance Indicators such as case deflection, customer satisfaction, and first pass resolution
Develop, implement, and operate with the tools and metrics of a world class customer support organization Will engage customers at CxO/executive to present vision/strategy, understand the needs/trend, influence the customer decisions, and build trust & relationship
Bachelor’s Degree in business, science, engineering, technology, or related discipline or related experience
10+ years-experience working in a product customer support organization, strong preference for software support
5+ years’ experience building and leading complex and large professional teams
3+ years of direct management experience leading software support and customer success functions, ideally for an enterprise software business for both on premise software and cloud software
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 20%
Must be willing to work out of an office in San Ramon, CA preferred but open to other US locations
Strong interpersonal skills, including creativity and curiosity with ability to effectively communicate and influence across all organizational levels
Familiarity or experience leading through transition around systems and organizations
Working knowledge of major support software including Service Now and Salesforce
Entrepreneurial mindset: demonstrated ability to translate the voice of the customer into internal initiatives that resonate with key stakeholders
Outstanding leadership skills evidenced by the clear ability to build a large team with the ability to work within a matrix environment to successfully drive outcomes
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
Self-starter with a proven track record of supporting complex customer solutions at the internal and customer executive and departmental levels
Superior communication skills (verbal and written) and well-developed executive presentation skills
Must be results-oriented, able to handle multiple tasks of urgent nature and effectively deal with ambiguity
Experience with plant operations and management systems, trading & risk management systems
Experience working with ISOs, balancing authorities, power generating entities
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
MBA or related Master’s degree from a top university
Continually monitors and shapes industry dynamics, trends, and policies. Shapes a culture that proactively uses market intelligence to drive significant growth and cost-effective resources.
Becomes a trusted advisor who consistently marshals the best company resources across business functions, on behalf of the customer
Sets & drives the strategy for the organization in relation to upstream and downstream effects. Implements and drives program/product strategy within the organization
Sets or changes direction at the enterprise level by building and using direct and "behind the scenes" support for ideas and leverages chains of indirect influence
Sells and improves the Global Support process, its outcome and ongoing results
Ability to communicate, influence others and drive change management in an organization
Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions
Places personal credibility and reputation on the line to passionately advocate for what they believe in
Effectively manages risk and uncertainty for self and team. Makes decisions with confidence when problems or solutions are not 100% defined
Passion around the work that they do
Locations: United States; Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Northern Mariana Islands, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming; all us states
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