Job Description Summary

This Adoption Services CSM will guide our most strategic enterprise customers through software adoption best practices to enable effective system utilization, optimize time to value and maximize return on investment. They will own the development and execution of change management and continuous improvement initiatives with customers and be capable of contributing to the ongoing refinement and promotion of GE Digital’s Adoption Services offering globally. This Customer Success Manager position will have a high-degree of autonomy, and requires someone capable of making operational decisions on the fly, with background in industrial manufacturing, and strong facilitation skills.

Job Description

Roles and Responsibilities

• Execute Adoption Benchmarking assessments which evaluate your project in comparison to software industry adoption best practices and identify key areas of risk in need of focus.
• Define Change Management Success Plans with action items, owners and dates aligned to 5 key components of software adoption:  Governance, Outcomes, Communications, Training and Operations. 
• Facilitate Outcome Workshops to help customers align on key KPI baselines and goals and establish strategies to measure progress against them.
• Define Continuous Improvement Success Plans which will help customers accelerate their time to value and optimize return on investment.
• Assist with the development of effective project/program Governance models and cadences to facilitate the execution of software adoption and outcome strategies.
• Develop Standard Work, tools & templates to improve GED’s CSM Adoption Services offering. Collaborate cross-functionally to shepherd customers through the digital transformation lifecycle by providing clear guidance about next steps, maintaining open lines of communication, and connecting customers to the appropriate internal resources.
• Has in-depth knowledge of best practices and how own area integrates with others; has working knowledge of competition and the factors that differentiate them in the market
• Uses judgment to make decisions or solve moderately complex tasks or problems in areas of operational/product management, manufacturing, technology or engineering. Takes new perspective on existing solutions. Uses technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.
• Acts as a resource for colleagues with less experience. May lead small projects with moderate risks and resource requirements. Explains difficult or sensitive information; works to build consensus. Developing persuasion skills required to influence others on topics within field.

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)).

Desired Characteristics

• 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. Established project management skills, a strong knowledge of change management and facilitation skills are required.
   

  Note:

  
  To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

Additional Information

#LI-Remote - This is a remote position