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(ARE) Customer Success & Solution Program Manager

Full-Time Job Apply Method - External site
Posted Date - November 30, 2020 Expiry Date - N/A
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Job Description
  • **Job Description Summary**

    (1) As a Customer Success Manager (CSM) you will manage strategic customer relationships across GE Healthcare Digital, ensuring customer success and satisfaction. Serves as strategic and trusted advisor and primary point of contact for the customer. Has knowledge of complete GE Healthcare Digital portfolio and ability to leverage and influence resources in the business to support the customer. Provides proactive strategic direction for customers aligned with goals and needs.

    (2) As a Solutions Architecture leader your primary focus on growing our software orders and sales. This leader will work closely with the sales leadership team in their respective regions/focus area – providing strategic input into sales strategy and closure plans. This leader will collaborate with the Global Solution Architect Leader to define hybrid solutions that consist of HCD offerings combined with GE Software and Predictivity Solution offerings. The offerings created and brought to the market will be supported by an Outcome Selling approach and Solution Architecture methodologies, tools, and best practices that will be defined by the Global Sales Solution Architect Leader.



    **Job Description**



    **Roles and Responsibilities**



    + Total ownership of EGMs most strategic customers net new/ and large install base, partnering with Sales Rep to ensure retention of a designated customer list and win plan in biggest EGM deals net new/ or existing

    + Ensure understanding of customers organizational and IT strategies and desired outcomes for their business. Additionally, understands complex customer current state, infrastructure, applications, and IT solutions and issues in order to ensure customer success.

    + Point of Contact for customers beyond established Service and Support paths and processes.

    + Collaborate with customer and GEH resources to establish Account Plan for customers. Develop strategies with GEH teams, gain buy in and design and implement customer success plans to drive and help customers realize value from our products and ensure retention.

    + Ensure smooth service delivery in line with contractual commitments providing interface between customer and the GEH internal resources. Ensure service delivery meets SLA (Service Level Agreement) targets in line with contractual resolution times

    + Accountable for upsell and cross-sells opportunities with the assigned customer base. Identify and influence commercial opportunities and refer to appropriate GEH contacts.

    + As Voice of the Customer; leads, understands and advocates for the product, services and support needs of the customer. Engage and facilitate GE teams necessary to foster positive HCD customer relationship.

    + Manage assigned customers through proactive leadership and service delivery focus to create an environment to achieve ultimate customer satisfaction and loyalty.

    + Ensure collaboration and alignment with HCD and HCS teams: drive knowledge increase, market understanding, and cross business narratives.

    + Maintain current knowledge of customer environments and industry/tech trends have and to share point of view to influence customer success.



    + Manage a team of 2-3 Direct Reports

    + Model, mentor, and coach to demonstrate Solution Architecture best practices in Outcome Selling for HCD Architects

    + Be part of a sales team that meets and exceeds monthly, quarterly and annual sales goals

    + Manage the process that ensures team members meet the standard and get “certified”

    + Implement a consistent large Opportunity review process which will empower Pre Sales Solution Architects to engage and provide insight into the sales team and leadership as part of the core account team. Pre Sales Solution Architects will lead the technical evaluation working with the Inquiry to Order and Professional Services teams to ensure success

    + Create a “trusted commercial & technical advisor” relationship with our customer’s technologists and internal technical teammates

    + Drive key customer facing meetings and events, particularly C level discussions

    + Product Development Strategy guidance by documenting and sharing customer requirements to product management to guarantee the visibility to support market demands, and create product landing roadmaps for EGM ( Middle East, Saudi, Turkey & Egypt )

    + Manage compliance to the GE Solution Architecture framework for Solution Architecture best practice usage & help each Pre Sales Solution Architect bring to GE IP the following:



    + Deliverables as related to driving outcomes with our solutions

    + Maturity Model Best Practices

    + Assessment Methodology

    + Solution Architecture Diagram

    + Business Case Template

    + Best practices approach to leveraging our product roadmaps to close deals

    + APM Solution Demo Best Practices & Coaching

    + Region Specific APM Solution Competitive Analysis (e.g. How to win against: IBM, Schlumberger, vMonitor, Phillips, Schneider, etc.)

    + Requirements: Arabic Speaking



    **Additional Information**



    **Relocation Assistance Provided:** Yes

 

About General Electric
GE drives the world forward by tackling its biggest challenges: Energy, health, transportation—the essentials of modern life. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. For more than 125 years, GE has invented the future of industry, and today it leads new paradigms in additive manufacturing, materials science, and data analytics. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers.
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