Head of Customer Success & Professional Services

San Ramon, CA posted on May 20

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Role Summary/Purpose

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.

Essential Responsibilities

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/Requirements

  • Bachelor’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

    Eligibility Requirements:

  • 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 Characteristics

  • Has 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! 

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