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Job Description
Role Summary:
The Director Customer Success Engagement is responsible for a team of individuals driving the ongoing attainment of outcomes, technology adoption, and satisfaction for GE Digital’s customers. They act as internal champion and quarterback, coordinating the cross functional approach required for sustained customer success and growth. Key focus areas will include setting team goals/priorities, enabling effective account coverage, and creating an inspiring team environment.
Essential Responsibilities:
In this role, you will:
- Establish clear team goals/priorities in alignment with broader Customer Success and Engagement strategy.
- Monitor team performance on key metrics and employee satisfaction
- Manage portfolio of accounts toward optimal coverage targets.
- Manage the team’s development and execution of action plans to achieve identified customer outcomes for named accounts by establishing critical goals or other key performance indicators.
- Monitor overall post-sales relationship with team’s assigned accounts.
- Support team’s post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy.
- Enable customer interactions in a manner that establishes credibility and trust as a business advisor.
- Direct growth plans development at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.
- Manage the achievement of key performance indicators for team’s portfolio identified accounts.
- Work with customer advocacy team to develop customer specific case studies and references to share team’s portfolio of account’s success.
- Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores.
- Advocate customer needs/issues cross-departmentally and lead/resolve account escalations
- Critical to success will be driving cross-functional collaboration and communication across sales, services, education, support, and product management to facilitate customer success touch points within your team’s portfolio of accounts.
Job Requirements
Qualifications/Requirements:
Basic Qualifications:
- Bachelor’s Degree from an accredited university or college in business discipline
- At least 8 years of experience in software or high tech marketing, commercial operations, sales, or service
- At least 5 years of experience in a direct customer facing role
- At least 3 years of experience managing direct reportsEligibility Requirements:
- Must be willing to work out of an office located in Riyadh, KSA
Desired Characteristics:
- MBA or similar a plusBackground in consulting or business development
- Familiarity or experience with customer success team
- General urgency in execution and tendency toward speed with ability to adapt and change
- Experience managing deep customer relationships (e.g. strategic account management or customer service)
- Strong empathy for customers and capability for enabling profitable growth
- Proven ability to influence through persuasion, negotiation, and consensus building
- Strong executive presence
- Strong business acumen including experience working in a B2B environment
- Strong verbal and written communication skills#DTR
