Our new Head of Customer Success & Professional Services will build and lead a world class customer adoption, support, and professional services organization that will focus on driving customer success, adoption and retention leading to top line growth, client reference ability and profit for one of GE’s largest business units.
In this new role, you will be accountable for delivering customer support, adoption and professional services for O&G Digital Solutions and partner across the O&G Digital Solutions product lines as well as O&G organization to ensure alignment with regional Hardware and Services groups in order to drive successful delivery and implementation of all O&G Digital solutions. In addition, you will collaborate and influence across the GE organization to help shape and define repeatable, scalable digital and traditional services models. This role will also tie in closely with the both GE Digital channel and alliances organization and O&G ecosystem of technology and strategic deployment partners.
In the role of Head of Customer Success & Professional Services, O&G Digital Solutions you will:
Oversee responsibility, provide leadership and shape the culture of a growing professional services team
Drive strategy for DS Services and Customer Care organizations, ~1,500 FTEs
Grow maintenance and support revenue including advisory and life cycle services
Provide leadership and direction to the implementation and integration teams responsible for initial implementation and ongoing professional services delivery as well as customer support of all O&G Digital products
Develop a repeatable engagement management framework to guide all phases of the client engagement lifecycle, ensure measurable success, drive operational rigor and manage expectations
Partner closely with the GE O&G Digital Commercial team to ensure successful sale and delivery of professional services in addition to providing high level consultation in support of sales opportunities
Be an expert software/digital “voice” and provide guidance in how we structure deals
Partner with the GE Digital Commercial team to ensure broader horizontal coordination and knowledge and best practices sharing
Partner with the software development organization and develop strong relationships with customers to ensure high levels of satisfaction with the execution and delivery of professional services
Coordinate with and manage relationships with partners
Drive the continuous evolution of Professional Services through incorporation of best practices, consistent, high quality and repeatable solutions, and by building of strong professional services team and brand
Work collaboratively across the business to lead long range planning process, business plans and strategic initiatives
Qualifications/RequirementsBachelor’s Degree in a technical or business discipline from an accredited university or college
Minimum 15 years of experience in a software environment
Minimum 10 years of experience and demonstrated success in building and running a professional services function / practice within the software industry
Minimum 5 years of experience delivering, deploying and implementing large enterprise SaaS or cloud-based technologies
Ability and willingness to travel, as required
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.
Desired CharacteristicsHas managed teams of at least 40 people
Experience creating and driving a customer success strategy and programs in a leading software firm
A high-energy and passionate leader with a proven track record of delivering services to complex enterprises; industrial experience a plus
Comfortable working closely with the sales team and helping to close deals. Must have the skills to build a business and advise the team on improving delivery but with an emphasis on sales
Demonstrated success in driving a high level of customer standards with impeccable attention to detail and support metrics
Relationship management experience within the Power / Water / Energy / Utilities industries
Ability to establish relationships with people at all levels of the organization and external clients
Strong execution and results orientation with a demonstrated track record of success
High degree of adaptability; ability to excel in a dynamic, fast-paced and entrepreneurial environment
Demonstrated success as a customer facing executive
Excellent verbal, written and group communication skills; ability to communicate with technical and non-technical audiences
Strong technical background and process capability
Ability to work both independently and in a team environment, and maintain tight deadlines
Effective and creative problem solver
PLEASE NOTE: San Ramon, CA is the preferred location, however other U.S. locations may be considered.
GE works on things that matter. The best people and the best technologies taking on the toughest challenges. Finding solutions in energy, health and home, transportation and finance. Building, powering, moving and curing the world. Not just imagining. Doing. GE works.
Looking for a challenge where your experience is valued? Come see what you can achieve as a leader with GE Oil & Gas!