• Distinct Area of Work Digital Success Management

Job Description Summary

This position will work with various stakeholders across the Global GE Vernova business. • Ensure compliance with standards, continuous development of customer experience and processes, effective management of Renewals for GE Vernova software and services solutions. • Executes standard operational/technical tasks associated with renewals. • There is latitude to rearrange the sequence of tasks and duties in response to changing work situations. Provides expertise in sustained customer success and growth in the net new post-sales customer lifecycle through renewals, retention, expansion, and customer advocacy with a Digital focus. • Accountable for the facilitation and administration of the renewal’s activities between Renewals team, Customer Success Managers, Partners and Direct sellers. Subject to direct operational supervision, prescribed work instructions, and system checks. • Executes within a well-defined operations framework. There is generally a sequence of standard operational tasks which need to be followed to achieve an end result. Proactively solves problems and continuously improves the CS experience.

Job Description

Job Description

Roles and Responsibilities

• Work jointly with the Renewal Leaders to enable growth and operational excellence.
• Participates in the renewal pacing process to understand the operational tasks.
• Collaborates cross-functionally with the Renewals team, Commercial Operations, Finance, Product Management, and our other GE Vernova Verticals as needed. 
• Applies general knowledge of business developed through education or past experience. Understands how work of own team contributes to the area.
• Resolves issues using established procedures. Escalates issues outside of defined instructions/parameters to ensure transparency and timely resolution.
• Collaborates with others to solve gaps and bottlenecks in the process. Develops strong internal customer relationships and serves as the interface between Sellers and our internal stakeholders in Renewals, Commercial Operations, Finance, Product Management, and our other GE Vernova Verticals. 
• To be able to adopt the culture that enables inclusion, engagement, problem solving, lean and accountability.
• Participate in improvements of standard work, tools and processes.
• Enable collaborative culture and drive organization to improve customer/client satisfaction levels and responsiveness.
• Work with multiple teams and GE Vernova businesses as needed to gather process and system data for integrating into a centralized install base management system.
• Broadening knowledge of own technical discipline to execute policy/strategy.
• Basic understanding of key business drivers; uses this understanding to accomplish own work. Good understanding of how work of own team integrates with other teams and contributes to the area.
• Resolves issues in situations that require escalation. Consults more senior team members for issues outside of defined instructions/parameters.
• A job at this level requires good interpersonal skills, strong relationship management, organizational, critical thinking, and influencing skills. 
• Ability to utilize Change Management methodologies.
• Participates in critical Lean activities.
• Timely project management and time management.
• Understands how to run reports, metrics and analyze the data identifying trends for the renewal portfolio.

Required Qualifications

• This role requires basic experience in the Customer Success & Digital Success Management. Knowledge level is comparable to a Bachelor’s degree from an accredited university or college (high school diploma with relevant experience).

Desired Characteristics

• Strong oral and written communication skills. Ability to document, plan, market, and execute programs.
• Lean Six Sigma experience.
• Project management experience.
• Sales Experience.
• Strong facilitation, influencing skills at all levels of the organization.
• Adapts and enjoys process improvement and change management.
• Salesforce or other CRM proficiency.
• Positive can-do attitude.  

Additional Information

Relocation Assistance Provided: No

#LI-Remote – This is a remote position