Customer Success Manager – Controls MEATI (Middle East, Africa, Turkey & India)

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Requirements:

• Bachelor's degree from an accredited university or college
• At least 6 years Experience with GE Controls Products, Mark VI/Mark VIe control system in commercial, services, engineering, and/or project management
• Substantial experience in control systems field services engineering.
• Fluency in English, Arabic & French Languages.
• Expect more than 50% travel.

Responsibilities:

• Drive overall post-sales relationship with assigned contracts including activities such as training, professional services, technical support, renewals, expansion, and advocacy.
• Interact with members of the customer service, parts & transactional services, field service, repair service and/or other teams.
• Function as liaison between internal organizations and customers for assigned contracts.
• Own and manage contract set up, delivery, and financials (Revenue & CM)
• Developing specialized knowledge in their discipline.
• Serves as best practice/quality resource.
• Has awareness of latest technical developments in own area.
• Contributes towards strategy and policy development, and ensure delivery within area of responsibility
• Build and maintain proactive long-term relationships with customers and owning customer success based on renewal rate, NPS and other metrics
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction and constant feedback
• Act as first point of contact for all contract and customer related issues
• Develop and maintain technical knowledge to educate customers on the value of our products and services to drive CLS upsell opportunities
• Own and achieve orders operational plans, the commercial strategy (Inquiry to Order - order close) and proposal development for aftermarket services within assigned contractual and/or warranty customers
• Provide continuous insight and relay the voice of customer with internal teams, including Sales, Product Line, Technical Support and Engineering
• Identify product and service improvements by remaining current on customer needs, as well as industry and market trends.
• Update and maintain the contractual and/or warranty database with the most relevant account details to provide installed base analytics and drive renewal and customer retention strategies.
• Effectively communicate progress, strategies, and financial performance to all levels of the organization, including executive leadership, ensuring alignment and transparency across teams.