8 days old

Senior Customer Advocate

GE Energy
Chicago, IL 60602
Role Summary:The Senior Customer Advocate provides escalation management for customers with an emphasis on clear ownership, communication, and coordination of all GE capabilities to reach a satisfactory resolution. S/He has primary ownership to develop and drive action plans to accelerate issue resolution, maintain clear communication with the customer and GE leadership, and advocate for the customer to ensure successful implementation and operation of GE Healthcare Digital software solutions.

Essential Responsibilities:The Senior Customer Advocate will engage all appropriate teams and direct the course of work to successfully resolve escalations.

In this role, you will:

Develop and manage customer action plans for purposes of accelerating complex issue


Identify and coordinate resources necessary to solve issues. Escalate as required to

ensure timetables are met.

Provide regular updates to customers and GE leadership on progress against outstanding issues.

Determine root causes of escalations and develop preventative action plans to avoid recurrence.

Interface with Support, Service, Engineering, Professional Services, etc., to ensure timely, high quality solutions to customer reported issues.

Provide regular status updates to senior level management (internal and external).

Anticipate customer needs and responses, and modify communications appropriately to ensure best possible response.

Ensure proper documentation of issue status and progress in a customer case management system.

Qualifications/Requirements:Basic Qualifications:

Bachelors Degree in Computer Science or in STEM Majors (Science, Technology, Engineering and Math), Masters Degree preferred

Minimum of 3+ years of professional experience

Eligibility Requirements:

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

Desired Characteristics:

+ Proven experience managing strategic\\escalated customer accounts

+ Ability to make priority decisions based on customer business situations

+ Excellent organizational, customer relationship, verbal and written communication skills

+ Proven ability to deliver influential and impactful messages to customer and internal senior leadership

+ Exceptional say/do ratio - ability to define and deliver to a plan with minimal supervision

Technical Expertise:

+ Understanding of how GE Healthcare Digital solutions meet customer/business needs. Working knowledge of the products and solutions at a conversational level. Expertise is not needed for this role (but would be helpful at times)

+ Proactively makes or recommends decisions based on in-depth analysis; Able to define critical problems to be solved; Uses a formal process to present findings and recommend specific actions that relate to business objectives; Proposes alternative business strategies as appropriate; Applies data visualization to support finding

+ Can follow processes without assistance. Recognizes variations to the process and works to resolve independently. Can adapt to gaps or exceptions to the processes and adjust accordingly. Ability to interact with the customer demonstrating expertise and insight, and manage expectations. Identify and report when there is deviation on scope, schedule or budget. Exceeds quality requirements and adapts to ensure standards are met in all situations

+ Defines and implements content standards/templates, promotes consistency and usability of technical knowledge base articles and other documentation

+ Effective consulting and facilitation skills and strong presentation skills across multiple audiences

Business Acumen:

+ Analyzes and calculates with the customer/economic decision maker GE's ability to provide economic value to the customer's process and financial story. Develops plans and identifies metrics to measure GE impact to customer's bottom line, clearly articulating the GE value proposition

+ Anticipates potential risks and obstacles and resolves proactively in order to ensure smooth project delivery. Maintains high levels of customer satisfaction across all projects. Addresses customer concerns quickly and effectively; at times, anticipates customer concerns before they become issues

+ Can work independently to develop and implement a strategy that identifies ongoing customer needs; identifies and prioritizes account growth opportunities and proactively presents new, value based solutions to client; consistently grows and/or seeks new business opportunities within account base.


+ Helps team members understand their contributions in support of the broader direction. Continuously measures the completion rate of personal and team deliverables and compares them to the scheduled commitments

+ Adjusts information (e.g. level of complexity) and story to align with audience. Produces functional area information in sufficient detail for cross-functional teams to utilize, using presentation and storytelling concepts. Informs stakeholders of key customer issues, identifies potential problems or conflicts and resolves them when necessary. Goes beyond merely presenting functional information, explains the story of the rationale and benefit of their ideas. Uses relevant and appropriate presentation techniques. Responds to questions and dissent in a constructive manner. Acknowledges limitations of one's own knowledge

+ Demonstrated ability to define requirements and collaborate on solutions, leveraging personal technical knowledge and network of experts. Communication style encourages effective interaction with customer and cross-functional teams. Leverages knowledge of product capability to mitigate risk and drive desired outcome

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;Illinois;Chicago;


Posted: 2020-09-11 Expires: 2020-10-11

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Senior Customer Advocate

GE Energy
Chicago, IL 60602

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