Customer Success Manager – ISO

📋 Description

• Collaborate with the VP of Customer Success to formulate a comprehensive CX strategy for our Markets customers and spearhead the implementation of this strategy with our key ISOs.

• Function as the primary technical relationship steward after deployment, ensuring continuous alignment with the customer's business objectives.

• Serve as the first escalation contact for customer issues, coordinating with cross-functional teams to guarantee timely and satisfactory resolutions.

• Establish robust executive and operational relationships within customer organizations, positioning GE Vernova as a reliable partner.

• Cultivate and sustain extensive product knowledge across GE Vernova’s Grid Software portfolio.

• Collaborate with customers to grasp their operational use cases, ensuring proper solution adoption, configuration, and utilization.

• Convert complex technical features into business value, ensuring alignment with customer goals and expected outcomes.

• Monitor customer health, proactively identifying retention risks and opportunities for growth.

• Propel successful customer outcomes by aligning internal resources to deliver value and results throughout the customer lifecycle.

• Conduct regular check-ins, business reviews, and success planning sessions with customers.

• Support renewals by showcasing delivered value and ensuring customer satisfaction.

• Facilitate Root Cause Analysis (RCA) efforts following critical issues or escalations, ensuring that lessons learned are documented and integrated into standard work for continuous improvement.

• Act as the internal advocate for the customer, channeling feedback to Product, Engineering, Support, and other internal stakeholders.

• Coordinate cross-functional efforts to address customer challenges and enhance the overall experience.

⛳️ Requirements

• Bachelor’s degree in Engineering, Computer Science, Business, or a related field.

• 8+ years of experience in customer success, account management, or technical collaboration/leadership roles—ideally within the energy, utilities, or enterprise software sectors.

• Strong technical aptitude with the capacity to quickly learn and articulate complex software solutions.

• Deep customer empathy, a passion for driving client success, and a results-driven mindset focused on achieving customer outcomes.

• Proven experience in participating in or leading root cause investigations and post-mortem processes.

• Exceptional communication, presentation, and stakeholder management abilities.

• Demonstrated capability to manage multiple priorities in a fast-paced, dynamic environment.

• Familiarity with electric utility operations, grid modernization, or energy transition initiatives is a significant advantage.

🏝️ Benefits

• 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, which offers 24/7 confidential assessment, counseling, and referral services.

• Retirement benefits include the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings option with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants.

• Additional benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off.