General Electric Customer Success Manager – Intelligent Cities in Boston, Massachusetts

Role Summary:

The Current, powered by GE, Customer Success Manager – Intelligent Cities orchestrates the end-to-end customer experience for key digital pilots with a focus on business case creation, account vision, KPI delivery, and account expansion.

Essential Responsibilities:

Additionally, as the Customer Success Manager, your responsibilities will include:

  • Identify and manage development of opportunities to deliver intelligent environment solutions that encompass both energy efficiency outcomes and business / employee / customer productivity outcomes for our customers at their facilities

  • Directly communicate with city stakeholders to better understand pain points and outcomes that are most critical; develop expertise in 3rd party solutions to connect dots in implementing solutions which can best address key pain points

  • Liaison with ATT project manager to coordinate key milestones and deliverables of the deployment align with customer expectations

  • Own customer experience & relationship for key digital pilots (small deployments)

  • Ensure clear definition of customer success criteria and outcome expectations

  • Ensure internal and ecosystem partner team is aligned to meet customer outcome

  • Continually funnel expectations to Product Management, Program Management, Sales and other stakeholders

  • Collaborate with customers, ecosystem partners, sales, and engineering teams to identify and deliver continuous value to customers

  • Utilize available data to estimate customer and business value creation for Current solutions and ecosystem applications

  • Analyze Smart Cities markets to identify key use cases attractive for deploying Current solutions

  • Operationalize Customer Success processes to build Current’s ability to reach digital scale and continued renewal and upsell

  • Conceptualize business model enhancements and collaborate with business teams for validation

  • Drive improved customer experience through full lifecycle evaluation and continued customer value creation

  • Collaborate with sales and application engineering for new solution business case creation and validation

  • Analyze customer demographics to understand markets that benefit most from Current solutions

  • Work with cross-functional teams, including:

  • Program Management

  • Data Analytics

  • Product Management

  • Solution Engineers

  • Hardware

  • Software & Application Engineering

  • Installation & Commissioning

  • Edge & Cloud Configuration

  • Pricing

  • Finance

  • Contract Management

  • Field Maintenance

  • Customer Service

  • Marketing

  • Ecosystem Partners

  • Apply entrepreneurial principles to ensure fast cross-functional decision making and proactive communication

  • Deliver customer references & communicate learnings across business

  • PLEASE NOTE: Work location listed is East Cleveland, OH. However, other US locations may be considered for this position such as San Ramon, CA and Boston, MA Qualifications/Requirements:

  • Bachelor’s Degree in business, marketing or related discipline from an accredited college or university

  • Minimum of 7 Years of experience in Customer Success Management ELIGIBILITY REQUIREMENT :

  • PLEASE NOTE: Work location listed is East Cleveland, OH. However, other US locations may be considered for this position such as San Ramon, CA and Boston, MA Desired Characteristics:

  • Experience working with and owning relationships with municipalities and/or utilities

  • Strong customer-oriented mindset

  • Strong ability to influence others at multiple levels of the organization to promote cross-functional success

  • Urban planning background and/or experience

  • Strong communication skills across functions, organization levels, and businesses

  • Digital / software industry experience & expertise

  • Strong analytical or data science experience or background

  • Experience / expertise with energy systems & assets

  • Experience working in a start-up or entrepreneurial environment

  • Experience working with Government and Utility customers

  • Data Science / developer experience; demonstrated experience working with big data platforms

  • Good understanding of each function and their roles:

  • Project Management

  • Field Services

  • Finance

  • Data Analytics / Science

  • and Digital Product Management, etc.

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

About Us:

Current is a first-of-its-kind energy company designed to meet the unique needs of a wide range of Commercial & Industrial, municipal and utility customers. It brings together capabilities including LED lighting and Solar technologies, along with new financing and software solutions to offer integrated energy solutions aimed at delivering increased reliability, efficiency and profitability.

Join us and you’ll find yourself in a dynamic atmosphere working with the most talented people in the industry in an open, developmental environment with abundant opportunities to learn, grow and advance within the organization.

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . 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.

Locations: United States; California, Massachusetts, Ohio; East Cleveland, San Ramon, Boston

GE will only employ those who are legally authorized to work in the United States for this opening.