The Customer Onboarding Leader will be responsible for leading the Services, Operations, and Support teams in onboarding new customers across GE Digital’s application portfolio. The Customer Onboarding Leader will focus on onboarding customers on time and on budget with the highest-level of customer satisfaction.
The Customer Onboarding Leader will manage and oversee the entire customer onboarding experience from implementation to training and support, ensuring that each onboarding project has high customer satisfaction, on-time delivery, and on-budget costs. This role will work with all of the GE Digital organizations, other GE business units, and the GE Digital product owners to ensure that the projects can be deployed to meet our customer’s goals.Architect, own and improve the onboarding process for new customers, creating an effortless customer experience and delivering productivity for the company.
Lead the team to plan, execute, monitor (& control), and closeout onboarding projects effectively
Ensure a seamless experience for the customer during the hand off between sales through onboarding into support
Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
Develop a complete understanding of the GE Digital products and working knowledge of complementary products and services
Proactively gather feedback on GE Digital products and work with Product team to identify areas of improvement and optimization
Work closely with the Service Operations team to create a repeatable implementation process that can be deployed easily throughout the world
Work with our Customer Support team to help resolve customer issues
Work collaboratively with Sales Account Executives (AE’s) who are responsible for driving revenue opportunities across a diverse account base through uncovering new business opportunities within the install base
Lead a cross-functional, interdisciplinary team of associates onboard customers
Partner with Systems team to define requirements, to drive automation.
Bachelor’s Degree in IT/Computer Science or in STEM (Science, Technology, Engineering, Math) or can demonstrate comparable work experience
10+ years relevant industry experience in High Tech/Enterprise Software
Extensive account management experience
Strong financial acumen and a proven track record of continual enhancements to the design and results of service levels metrics
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
Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
Must be willing to travel up to 25%
Must be willing to work out of an office located in San Ramon, CA; Open to other locations in the US
Additional Elgibility 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 background investigation and drug screen.
Prior hands-on working knowledge and/or implementation of an enterprise class solution
Strong ability to align technical concepts & features to business needs
Managing a professional services team and the systems to support that team
Deep understanding of value drivers in recurring revenue business models
Data analysis experience using Excel, DOMO, or similar tools
Experience with CRM software
Ability to manage influence through persuasion, negotiation, and consensus building
Excellent communication and presentation skills
"Investigative mind" with the ability to uncover customer's needs and provide a solution to address them
Strong interpersonal skills and experience building strong internal and external relationships