Customer Success Manager – Controls NAM (West Region)

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Requirements:

• Bachelor's degree from an accredited university or college and 6 years controls experience (or a high school diploma / GED with at least 10 years of controls.
• Minimum of 4 years' experience with GE Controls Products, Mark VIe control system in commercial, services, engineering and/or project management.
• 50% travel required and must live within the West Region in one of the following states: Washington, Oregon, Idaho, Montana, Wyoming, North Dakota, South Dakota, Minnesota, Iowa, Nebraska, Colorado, Utah, Nevada, California, Arizona, New Mexico, Texas.

Responsibilities:

• Drive overall post-sales relationship with assigned contracts, including training, professional services, technical support, renewals, expansion, and advocacy.
• Own and manage contract setup, delivery, and financials (Revenue & CM).
• Develop specialized knowledge in the discipline, serving as a best practice/quality resource and contributing to strategy and policy development.
• Build and maintain proactive long-term relationships with customers, focusing on customer success metrics like renewal rate and NPS.
• Execute a comprehensive engagement and communications strategy to maintain high customer satisfaction and gather constant feedback.
• Act as the first point of contact for all contract and customer-related issues.
• Develop and maintain technical knowledge to educate customers on the value of products and services, driving CLS upsell opportunities.
• Own and achieve orders operational plans, commercial strategy (Inquiry to Order - order close), and proposal development for aftermarket services.
• Provide continuous insight and relay the voice of the customer to internal teams, including Sales, Product Line, Technical Support, and Engineering.