Customer Success Manager – Controls NAM (South 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 South Region in one of the following states: Kansas, Missouri, Oklahoma, Arkansas, Tennessee, Mississippi, Louisiana, Alabama, Georgia, Florida, South Carolina, North Carolina, Virginia.
• 10 years of experience with GE control product systems (Mark VI/Mark Vie/..) in commercial, services, engineering, and/or project management.
• 6 years of experience in the OT Cyber Security industry, in Mark VIe field engineering or OTR engineering.
• High proficiency with computer tools (MS Office suite).
• 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.

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.