Customer Success Leader - Americas

GE Vernova•Atlanta, GA

25d•Remote

About The Position

Reporting directly to the Chief Customer Officer, the Americas Customer Success Leader will play a pivotal role in driving the Customer Experience and Customer Outcomes across the region. This leadership position is responsible for overseeing the financial metrics and managing both the regional Professional Services team and the Customer Success Management team. The Americas Customer Success Leader will be instrumental in elevating the customer experience, achieving business objectives, and fostering a culture of excellence and innovation within the region.

Requirements

A minimum 15 years of professional experience and At least 10 years of leadership experience managing teams
Proven client engagement capability: unrelenting passion and zeal to engage with customers
Passionate about driving change/influence across cross functions and organizational boundaries
Ability to translate strategic direction into tactical deliverables that are readily embraced by organization’s tactical layers
Eligible to work in the United States
Travel approximately 30% to 50%, primarily within the US, with some potential trips to Latin America.

Nice To Haves

Bachler Degree
Broad technical experience with cloud, OaaS, and SaaS.
Experience with global software system implementations.
Lean and Continuous Improvement expertise.
Operational management experience with successful technical customer success organizations.
Ability to manage multiple priorities and drive customer outcomes.
Exceptional interpersonal and communication skills.
Strong business acumen and proven influence.
Experience leading a P&L and handling customer escalations.
Track record of building high-performance teams.

Responsibilities

Customer Relationship Management: Ensure high customer satisfaction through quality services and act as the primary contact for regional customers. Manage regional customer relationships and escalations.
Strategic Alignment: Collaborate with Global Customer Success leaders to deliver customer outcomes. Partner with sales, customer success, and marketing teams for cohesive strategy execution.
Business Objectives: Own customer retention and ARR for the region. Identify upsell opportunities and drive continuous improvement.
Leadership and Execution: Provide strategic leadership for high-quality customer outcomes. Scale execution within the region for speed and market competitiveness.
Cross-Functional Collaboration: Work with Sales Leaders, Commercial Solutions Leaders, and Global teams for unified strategy. Leverage internal relationships to enhance business performance.
Team Culture and Compliance: Inspire a ‘one team’ culture and ensure compliance with EHS policies. Drive customer satisfaction, manage escalations, and promote a safe working environment.
Organizational Evolution: Lead the evolution of the Regional Customer Success organization and team capabilities. Strengthen the partnership between Sales and Customer Success.
Operational Metrics: Own metrics like billable utilization and cost to serve.

Benefits

GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation.
medical, dental, vision, and prescription drug coverage
access to Health Coach from GE Vernova, a 24/7 nurse-based resource
access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services
GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants
tuition assistance
adoption assistance
paid parental leave
disability benefits
life insurance
12 paid holidays
permissive time off