11 days old

Customer Success Manager

GE Energy
Boston, MA 02109
Role Summary:

The Customer Success Manager enables the customers and the company to achieve their desired outcomes by providing an effortlessly predictable experience. This is achieved by ensuring meticulous execution and supporting reliable deliverables and value across most major customer lifecycles (offer utilization, recovery, outcomes achievement and offer evolution).

Essential Responsibilities:

In this role, you will:



+ Collaborate with Sales & Product functions to implement and monitor health of covered accounts and define action plans based on account health results.



+ Execute growth plans at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.



+ Drive content creation and the execution of action plans to achieve identified customer outcomes for named accounts.



+ Partner cross-functionally to shepherd customers through the onboarding process by providing clear direction about next steps, maintaining open lines of communication, and connecting customers to the appropriate internal resources.



+ Build and maintain the customer relations by establishing a rapport and work diligently to establish credibility and trust as a business advisor.



+ Own the development and measurement of key performance indicators for identified accounts to establish a baseline as well as continued reporting capabilities on outcomes achievements.



+ Work with the customer advocacy team to develop customer specific case studies and references to share covered accounts success.



+ Communicate effectively to the sales and product teams about potential commercial opportunities at the customer site.



+ Drive the post-sales engagement process, including customer onboarding and product implementation.



+ Learn the business needs of the customer and guide on the accurate utilization of Airxos products to achieve objectives.



+ Identify or build opportunities to introduce additional products / services in the customer deployment.



+ Maintain expert technical knowledge of products.



+ Provide feedback and new features requests to the Product team.

Qualifications/Requirements:



+ Bachelor's Degree.



+ A minimum of 6 years of professional experience.

Desired Characteristics:



+ Comfort with the developing core business processes across multiple functions, and a relentless focus on information that improves the customers time to value and eases their interactions.



+ Urgency in execution and tendency toward speed with ability to adapt and change.



+ Experience with CRM, Mobile applications



+ Strong verbal and written communication skills



+ Be an innovator! Help to establish Airxos as a market leader by enabling our success with our customers.



Technical Expertise:



+ Able to make or recommend decisions based on in-depth analysis; Able to define critical problems and offer solutions; Identify data sources required to execute analytics.



+ Build a formal process to present findings and recommend specific actions that relate to business objectives; Propose alternative business strategies as appropriate; Apply data visualization to support findings.



+ Independently follow processes. Adapt to gaps or exceptions in processes and adjust accordingly.



+ Consistently keep abreast of product knowledge to understand new features and limitations



+ Maintain knowledge of primary competitors and partners in the UAV/UAS space



+ Consistently understand the go to market strategy and positioning of company products.



Business Acumen:



+ Develop plans and identify metrics to measure the AIRXOS impact to the customer's bottom line, clearly articulate the AiRXOS services value proposition.



+ Communicate the fundamentals of the customers business and be able to develop a strategy map to show understanding of the customers structure.



+ Increase client awareness and enable a forward thinking strategy.



+ Understand the domain and the problem space in the domain; Communicates and translates customer needs into technical requirements.



Leadership:



+ Engages positively across multiple departments and overcomes conflict and establishes transparency and vision in order to achieve a business goal.



+ Produce information in sufficient detail for cross-functional teams to utilize and responds to questions and dissent in a constructive manner. Acknowledges limitations of one's own knowledge.



+ Lead a matrixed team to drive customer situations and function as point of contact for major partner concerns.



+ Experience managing IT like operations center and applications for a large organization



+ Actively seek to recognize failure points and communicate concerns to colleagues in the product discipline.



Additional Eligibility Requirement



GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).



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About Us:





AiRXOS is building new technologies and delivering a new architecture and ecosystem for the next generation of unmanned aviation. We are passionate about enabling safe, secure and economical UAV/Drone operations at global scale. We are accomplishing this with a great collaborative team of driven engineers and technologists with expertise in Distributed & Real-Time Software, Web Services, Cloud Computing, Machine Learning Algorithms, Autonomous Systems & Robotics, Cyber Security, Air Traffic Management, Computer Visualization, and Mobile Applications. Together we are delivering capabilities that will enable a new era in aviation and autonomous systems applications.

We would love for you to join us!!



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, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.



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, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.

Additional Eligibility Qualifications:GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).Additional Locations:United States;Florida, Massachusetts, Washington;Boston, Ft. Lauderdale, Seattle;

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Posted: 2019-09-04 Expires: 2019-10-13

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Customer Success Manager

GE Energy
Boston, MA 02109

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