Senior Customer Success Manager

GE Vernova is seeking a Senior Customer Success Manager who will manage and develop strong relationships with existing contractual customers. The role focuses on ensuring that products and services provide value to customers while driving growth in service agreements.

Responsibilities:

• Drive overall post-sales relationship with assigned contracts, including training, professional services, technical support, renewals, expansion, and advocacy
• Own and manage contract setup, delivery, and financials (Revenue & CM)
• Develop specialized knowledge in the discipline, serving as a best practice/quality resource and contributing to strategy and policy development
• Build and maintain proactive long-term relationships with customers, focusing on customer success metrics like renewal rate and NPS
• Execute a comprehensive engagement and communications strategy to maintain high customer satisfaction and gather constant feedback
• Act as the first point of contact for all contract and customer-related issues
• Develop and maintain technical knowledge to educate customers on the value of products and services, driving CLS upsell opportunities
• Own and achieve orders operational plans, commercial strategy (Inquiry to Order - order close), and proposal development for aftermarket services
• Provide continuous insight and relay the voice of the customer to internal teams, including Sales, Product Line, Technical Support, and Engineering
• Collect all customer site data, go for site health checks and revert back to customers with recommendations for a better site operations

Requirements:

• Bachelor's degree from an accredited university or college and 6 years controls experience (or a high school diploma / GED with at least 10 years of controls
• Minimum of 4 years' experience with GE Controls Products, Mark VIe control system in commercial, services, engineering and/or project management
• 50% travel required and must live within Americas
• 10 years of experience with GE control product systems (Mark VI/Mark Vie/..) in commercial, services, engineering, and/or project management
• 6 years of experience in the OT Cyber Security industry, in Mark VIe field engineering or OTR engineering
• High proficiency with computer tools (MS Office suite)
• Strong oral and written communication skills
• Strong interpersonal and leadership skills
• Demonstrated ability to analyze and resolve problems
• Demonstrated ability to lead programs/projects
• Ability to document, plan, market, and execute programs