Sr. Director, Customer Success Management

Summary
Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Owns/influences budgets and operating plans. The role is guided by operating policy. Works with cross functional teams. The role has autonomy within the operational area or a segment within a larger business unit. The role may have a major impact on a small business unit or Family within a Function or P&L. High levels of evaluative judgment and operational acumen are required to achieve outcomes.GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.
Roles and Responsibilities

• Drive overall post-sales relationship with assigned accounts including activities such as training, professional services, technical support, renewals, expansion, and advocacy. Collaborate cross-functionally to shepherd customers through the onboarding process by providing clear guidance about next steps, maintaining open lines of communication, and connecting customers to the appropriate internal resources.
• Own Healthcare Digital install base and SSA renewals for the assigned accounts. Have knowledge about what customers are entitled to in existing contracts - partnering with Sales & Services to ensure customer satisfaction and contract profitability
• Accountable for staying within budget for travel, training and infrastructure, whilst ensuring that budget is prioritized to improving the service we are providing for our customers
• Establish strategy to hire right talent to build a world class CSM team, fearless to demand excellence and grow an exceptional team capable of turning customer experience around
• Understand competition, product differentiators and innovate CSM service to provide solutions based on customer outcomes
• Accountable for operational transparency through agreed metrics and tracking progress against commitments that contribute to Monthly Operation Review
• Fearless in taking actions: drive accountability within teams for deliverables, measurement tracking and performance against objectives
• Work with other CSM and market leaders and define roles and responsibilities of CSM, split them into measurable outcomes and define priorities and outcomes for each quarter for the team.
• Interprets internal and external business challenges and recommends best practices to improve products, processes or services. Utilizes understanding of industry trends to inform decision making process.
• Understand latest market trends in service industry, understand what the competition is doing, changes needed to reduce cost to serve and improve talent and margins
• Run respective regional businesses profitably: Drive overall post-sales relationship with assigned accounts including activities such as training, professional services, technical support, renewals, expansion, and advocacy
• Understand key product workflows and have the ability to visit and lead customer discussions with the goal of creating referenceable customers willing to positively speak about their experience with GE
• Collaborate closely with C Level and Senior Leaders from customer, understand customer challenges and outcomes they are looking for and define strategy, KPIs and solutions for customer success.
• Typically a 2nd line manager with senior professional direct reports. Has the ability to attract and retain talent. Often manages medium to large teams. Developing expertise in own function. May include roles that are experts in their discipline, providing professional or thought leadership . Influences policy and ensures delivery within area of responsibility, linking with other parts of the organization.

Required Qualifications

• Master's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).
• Prior experience in leadership roles especially leading Customer Success teams in similar businesses

For U.S. based positions only, the pay range for this position is 148K - 222K. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.
We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity .
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.
While GE Healthcare does not currently require U.S. employees to be vaccinated against COVID-19, some GE Healthcare customers have vaccination mandates that may apply to certain GE Healthcare employees.


Additional Information
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
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 drug screen (as applicable).
Relocation Assistance Provided: No