Customer Support & Success - Specialist

Job Description Summary

You have savvy interpersonal skills and thrive in high-performing collaborative teams. Your role will help customers better understand, debug, and use GE Vernova Consulting Services software in their long-term planning analysis. 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. Impacts quality of own work and the work of others on the team. Executes standard operational/technical tasks typically subject to instructions and work routines. There is latitude to rearrange the sequence to complete task/duties based on changing work situations.

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• Provides account management for Premier Support and Escalated accounts. Has primary ownership to develop and drive action plans to accelerate issue resolution, maintain customer communication, and advocate for the customer to ensure successful implementation and operation of GE Vernova Consulting Services software solutions.
• Broadening knowledge of own technical discipline to execute policy/strategy. May include support roles with specialized technical field of knowledge; still acquiring higher level knowledge and skills.
• Basic understanding of key business drivers; uses this understanding to accomplish own work. Good understanding of how work of own team integrates with other teams and contributes to the area.
• May have some autonomy to make decisions within a defined framework. Resolves issues in situations that require good technical knowledge and judgment within established procedures. Consults more senior team members for issues outside of defined instructions/parameters.
• A job at this level requires good interpersonal skills and may be required to lead a junior team. For customer facing roles, develops strong customer relationships and serves as the interface between customer and GE Vernova. Explains technical information to others.

• Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience).

• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills. Interpersonal communication is vital to effectively find solutions, resolve concerns, and performing well under pressure.
• Customer obsessed. Recognize the value and importance of customer joy and work to achieve results meeting or exceeding their expectations aligned to our business priorities and objectives.
• Focused. To make impact you need focus. You demonstrate the ability to prioritize and effectively complete tasks efficiently keeping your stakeholders apprised. Proven organization skills are vital.
• Experienced. You know GE Vernova Consulting Services software application(s), have used them in analysis/studies, and or participated in the development of them. Familiarity with the long term planning analysis process(es) of our customers and or industry best practices.
• Growth Mindset. You are aligned to GE Vernova and Consulting Services values. You understand the art of the possible is dependent on your ability to embrace challenges, learn, and be resilient. Adaptability in changing circumstances is necessary.