Senior Customer Success Engagement Director

General Electric
Riyadh ,Saudi Arabia

Posted

  • Career Level

    Manager

  • Employment Type

    Full time

Job description

    Role Summary: This role is responsible for a team of technology touch account health monitoring directors and managers driving the ongoing attainment of satisfaction for customers. They act as internal champion & quarterback, coordinating the cross functional approach required for sustained customer satisfaction & growth. Key focus areas will include setting team priorities, managing team profit and loss to margin targets, developing and sustaining effortless tech touch customer journeys. Essential Responsibilities:In this role, you will: Establish clear team goals/priorities in alignment with broader Customer Success and Engagement strategy. Manage portfolio of Premier Acceleration Plan accounts toward optimal coverage targets. Enable an effortless post-sales high-tech experience with team’s portfolio of assigned accounts. Oversee tech touch campaigns and outreach plans within assigned portfolio of accounts to increase adoption/utilization of existing offerings, increased demand/consumption of new offerings, and improved overall satisfaction/health scores. Advocate customer needs/issues cross-departmentally and lead/resolve account escalations in a timely manner. Enable high-tech customer interactions in a manner that establishes credibility and trust. Monitor team performance on key metrics and create an inspiring organizational environment. Achieve margin targets in alignment with the Customer Success and Engagement strategy. Support enablement of post-sales customer lifecycle activities for portfolio of assigned accounts including training, professional services, technical support, renewals, expansion, and advocacy. Work with customer advocacy team to develop customer specific case studies and references to share successes. 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 More than 10 years Not Specified at least Electronics and Semiconductors Job Roles: Customer Service/Support IT/Software Development
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