The Senior Customer Success Manager for the Account Health Monitor team enables customers to accelerate time to value by providing an effortlessly predictable experience. They act as internal champion and quarterback, coordinating the cross functional approach required for sustained customer success and growth.

Essential Responsibilities:

Because the CSM portfolio size is large, customer success and growth will be achieved by offering a curated journey leveraging data and technology to foster a personalized experience at scale.In this role, you will:

• 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.
• Monitor health of covered accounts and define action plans based on account health results.
• Advocate customer needs/issues cross-departmentally and program manage account escalations.
• Manage customer interactions in a manner that establishes credibility and trust as a business advisor.
• Execute growth plans at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.
• Achieve customer success goals including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores.
• Drive overall post-sales relationship with assigned accounts and engage when relevant during pre-sales activities.Critical to success will be driving cross-functional collaboration and communication across sales, services, support, and product management to facilitate specific customer success touch points such as on-boarding, implementation, training/adoption, and regular troubleshooting. Many touch points will be automated or through sophisticated technology outreach mechanisms.

REQUIREMENTS

Qualifications/Requirements:

• Bachelor's Degree; preferably in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math)
• At least 3 years of experience in software or high tech marketing, commercial operations, sales, or Service or GE Leadership Program Graduate
• At least 2 years of experience in a direct customer facing role or GE Leadership Program Graduate

Eligibility Requirements: (Country Specific)

• Must be willing to travel up to 30%
• Must be willing to work out of an office located in Dubai, UAE

Desired Characteristics:

• Strong empathy for customers and capability for enabling profitable growth
• Proven ability to influence through persuasion, negotiation, and consensus building
• Strong executive presence
• Strong business acumen including experience working in a B2B environment
• Strong verbal and written communication skills
• Passion for team work, serving others and maintaining a positive attitude

Business Acumen:

• Able to increase client engagement to further pace and focus required to achieve business priorities and uncover desired outcomes for both the customer and GE; Continuously influences the customer to think ahead on what is needed to acquire, deploy, and utilize the solution.

Leadership:

• Engages positively across multiple departments, GE businesses and customers to manage conflict and establish clarity, vision, and mutual trust in order to achieve a business goal. Models collaborative behavior to encode these behaviors among team members, fostering an environment of openness and mutual trust.

Personal Attributes:

• Able to lead customers to take ownership of explaining their business problems through mutual understanding; Engages customers by creating exciting dialogue.
• Increases client engagement to further drive the pace and focus required to achieve business priorities and uncover desired outcomes for both the customer and GE; Continuously influences the customer to think ahead on what is needed to acquire, deploy, and utilize the solution.
• Demonstrates integrity and trustworthiness; Remains at ease in ambiguous work situations and is open to change; Contributes to an environment where teams are encouraged to reach beyond themselves and connect across constituent groups.

ABOUT THE COMPANY

GE is a diversified technology, media and financial services company, dedicated to creating products that make life better. From aircraft engines and power generation to financial services, medical imaging, television programming and oil and gas, GE operates in more than 100 countries and employs over 300,000 people worldwide.

GE\'s Oil & Gas business is a leader in the development and delivery of advanced product and service offerings for the global oil and gas industry. As a consequence of the rapid expansion of its technology base, GE\'s Oil & Gas is capable of addressing the largest and most complex engineering and application challenges entirely from its own worldwide resources. So whether it\'s the world\'s largest LNG compression trains, re-injection of high sulfur gas, enhancing the safety and productivity of the world\'s oil and gas pipelines, or equipment for the production of oil and gas from harsh environments, GE is leading the charge.