19 days old

Global Customer Advocacy and Experience Manager

GE Energy
Waukesha, WI 53188
Role Summary:Define, build and lead a world class customer advocacy team and program that leverages customer advisory boards, customer reference programs, executive sponsor programs, ROI of executive briefings and accelerates improvements in customer experience to strengthen strategic relationships with customers and drive an increase of customer share of wallet and GE HC market share.

Essential Responsibilities:Act as primary contact in driving the management of the program collaborating with sales enablement and Commercial Excellence to implement new tools and drive contracting and customer tracking processes. With a key focus on streamlining and managing process, the Customer Advocacy and Experience Director will recruit, track, manage and engage with Customer Advocacy targets and current enrollees to support and evangelize GE HCD solutions.

1. Develop and manage Global Customer Reference program tools - ReferenceEdge



2. Manage and drive customer recruitment, contracting, engagement and partnership, globally, with key customers and KOLs for participation in the Customer Advocacy Program



3. Ensure coordinated messaging and awareness of the Customer Advocacy strategy and vision across GE HC



4. Conduct daily operations of PO and invoice process leveraging finance and sourcing teams



5. Track, manage, and document solutions and versions of current Customer Advocacy sites in each region and their key contacts

a. Collaborate with Product, Marketing, Service and Support teams to understand current status of each Customer Advocate site and KOL



6. Track, manage, and document Customer Advocacy site targets, target contracting dates and go-lives

a. Collaborate with Product, Marketing, Service and Support teams to understand current status of each Customer Advocate site and KOL



7. Evaluate and execute strategies and tactics to improve regional customer advocacy and experience ROI



8. Partner closely with Sales, Services, Products and Industry teams to ensure alignment to sales pipeline objectives



9. Design and produce visual marketing and program elements for multiple channels and in multiple regions



10. Track and report on Customer Advocacy site status metrics throughout the annual cycle



11. Budget management and activation for Customer Advocacy compensation



12. Track and help communicate annual marketing plan



13. Track and advise on actual spend against budget



14. Liaise with regulatory and legal to determine other (non-monetary) means of compensation for contracted Customer Advocate sites.



15. Act as the primary liaison to the Marketing Operations team, manage PO submission and workflow process



16. Collaborate with global and regional events teams to provide KOLs and Thought Leaders for key events and digital speaking engagements





17. Partners with GEHC Digital storytelling leadership on story priorities to determine which Customer Advocates should be engaged



18. Support the preparation of executive presentation materials



19. Drives proactive cross-functional communication around production timelines and processes



20. Early ability to forecast resource needs based on need across organization



21. Continuously evaluate program KPIs to ensure quarterly targets are being met. Report out on key KPIs on a regular basis





Qualifications/Requirements:1. Bachelors Degree in marketing, communications or business from an accredited university or college.

2. Experience managing large, cross-functional programs and teams



3. At least 5+ years of professional experience in software or high-tech marketing, customer marketing, or sales enablement



4. Minimum 3 years of hands on experience developing and deploying processes, tools, and metrics to drive accountability, transparency, and results



5. Demonstrated strong Voice of Customer skills and focus.



6. Must be willing to travel 10-20%



7. Willingness to work evenings and early mornings as needed for global team requirements



8. This position can be based remotely in the Continental US.





Desired Characteristics:1. Ability to manage spreadsheets, design tools, presentations (executive and customer-facing).

2. Ability to work in a variety of programs and management tools to perform necessary functions of the role.



3. Demonstrated exceptional organization skills.



4. Experience and exceptional skills at conducting executive-level presentations and customer leader presentations



5. Customer satisfaction oriented



6. Team-oriented

6. Excellent business writing ability



7. Experience and demonstrated ability to work cross-functionally







About Us:GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GEs mission and deliver for our customers. www.ge.com

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;Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, 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, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming;

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Posted: 2020-10-05 Expires: 2020-11-04

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Global Customer Advocacy and Experience Manager

GE Energy
Waukesha, WI 53188

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