Note: The job is a remote job and is open to candidates in USA. GE Vernova is seeking a Customer Success Manager who will be responsible for managing and developing strong relationships with existing contractual customers. The role involves ensuring customer satisfaction, driving growth in aftermarket services, and acting as the primary point of contact for contract-related issues.
Responsibilities
- Drive overall post-sales relationship with assigned contracts, including training, professional services, technical support, renewals, expansion, and advocacy
- Own and manage contract setup, delivery, and financials (Revenue & CM)
- Develop specialized knowledge in the discipline, serving as a best practice/quality resource and contributing to strategy and policy development
- Build and maintain proactive long-term relationships with customers, focusing on customer success metrics like renewal rate and NPS
- Execute a comprehensive engagement and communications strategy to maintain high customer satisfaction and gather constant feedback
- Act as the first point of contact for all contract and customer-related issues
- Develop and maintain technical knowledge to educate customers on the value of products and services, driving CLS upsell opportunities
- Own and achieve orders operational plans, commercial strategy (Inquiry to Order - order close), and proposal development for aftermarket services
- Provide continuous insight and relay the voice of the customer to internal teams, including Sales, Product Line, Technical Support, and Engineering
Skills
- Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of relevant experience)
- 6+ years experience with GE Controls Products, Mark VIe control system in commercial, services, engineering and/or project management
- 50% travel
- Strong oral and written communication skills
- Strong interpersonal and leadership skills
- Demonstrated ability to analyze and resolve problems
- Demonstrated ability to lead programs/projects
- Ability to document, plan, market, and execute programs
- 10 years of experience with GE control product systems (Mark VI/Mark Vie/..) in commercial, services, engineering, and/or project management
- 6 years of experience in the OT Cyber Security industry, in Mark VIe field engineering or OTR engineering
- High proficiency with computer tools (MS Office suite)
Benefits
- Medical, dental, vision, and prescription drug coverage
- Access to Health Coach from GE Vernova, a 24/7 nurse-based resource
- Access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services
- GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions
- Access to Fidelity resources and financial planning consultants
- Tuition assistance
- Adoption assistance
- Paid parental leave
- Disability benefits
- Life insurance
- 12 paid holidays
- Permissive time off
- Bonus eligibility: discretionary annual bonus
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