Customer Success Manager - Grid

GE Vernova • Charlotte, NC

1d • $122,400 - $183,600 • Remote

About The Position

You will provide expertise in sustained customer success and growth in the post-sales customer lifecycle. You excel at cross-functional collaboration to shepherd customers through the adoption, retention and renewal cycles. Meeting regularly with your customer portfolio you'll have a keen business eye looking for opportunities to upsell and improve customer satisfaction. Successful execution in this role means you understand customer's strategic and organizational goals and develop measurable action plans to help customers in achieving their objectives, driving revenue for the business and maintaining high customer satisfaction results. Candidate Background Experienced senior level leader in customer engagement, software and services, and the energy/utility industry Able to communicate difficult messaging and proven experience in building consensus in contentious circumstances You are a visionary who can see the bigger picture and pivot between strategic and tactical thinking, bringing the customer and internal stakeholders on that journey with you Demonstrated experience in driving revenue retention and expansion while building credibility, trust and deeper relationships with your customer base Establish cross-functional business relationships with other departments to provide insight, maximize end-to-end customer experience and help achieve desired outcomes Shown a consistent willingness to roll up your sleeves and dive into appropriate technical depth when required

Requirements

• Master's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).
• Prior Electricity Grid / Utilities domain experience is required.

Nice To Haves

• 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.

Responsibilities

• Build and maintain detailed documentation on account strategy to drive customer renewal, retention and upsell
• Hold frequent customer meetings to proactively identify and address issues before they hit an escalation point, willing to hold team members accountable as required to ensure timeline and outcomes are achieved
• Drive initiatives for revenue retention and growth, reducing churn and providing qualified leads into the commercial team to close
• Deliver an outstanding customer experience in every interaction, building customer trust and setting the organization up to deliver on NPS targets and lead action plans
• Monitor product utilization to ensure customers achieve a significant return on investment, and overall customer adoption with a keen focus on time to value
• Work cohesively cross-functionally to prioritize defects, customer escalations, and provide voice of customer into the organization
• Engage in self-directed learning on GE Digital products and services, as well as industry knowledge, to bring value to customers
• Hold yourself accountable to setting and exceeding aggressive KPIs, OKRs and personal goals
• Exceptional relationship builder that represents GE Digital with integrity, honesty and transparency

Benefits

• Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services.
• Retirement benefits include the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants.
• Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off.
• GE Vernova Inc. or its affiliates (collectively or individually, “GE Vernova”) sponsor certain employee benefit plans or programs
• GE Vernova reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion.
• No individual has a vested right to any benefit under a GE Vernova welfare benefit plan or program.
• This document does not create a contract of employment with any individual.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level