Customer Success Manager – Controls NAM (North Region)

GE Vernova Inc; Canada; Remote; USD 118,000 - 148,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance relationships with contractual customers and drive growth in aftermarket services. This role involves managing customer contracts, ensuring satisfaction, and advocating for customer needs. You will leverage your technical expertise and interpersonal skills to educate clients about product value and foster long-term partnerships. Join a forward-thinking company that values diversity and inclusion, and be part of a team committed to delivering cleaner, accessible energy solutions. This position offers opportunities for professional growth and a competitive benefits package.

Benefits

Healthcare Benefits

401(k) with Company Matching

Tuition Assistance

Paid Parental Leave

Disability Insurance

Life Insurance

Paid Time Off

Qualifications

• Master's degree or Bachelor's degree with relevant experience required.
• 10 years experience with GE control product systems preferred.

Responsibilities

• Manage post-sales relationships and drive customer success metrics.
• Provide technical knowledge and support for customer satisfaction.

Skills

Communication Skills

Interpersonal Skills

Problem-Solving

Leadership Skills

Technical Knowledge

Education

Master's Degree

Bachelor's Degree

High School Diploma/GED with Experience

Tools

MS Office Suite

Job description

Job Description Summary

The Customer Success Manager will be responsible for managing and developing strong relationships with our existing contractual customers, while generating controls aftermarket services growth in the existing contractual customer base. The Customer Success Manager will be the primary point of contact ensuring that our products and services are providing value in those customers achieving their business goals, while driving growth in the contractual base with our existing and next generation of Controls Lifecare Service (CLS) service agreements.

Job Description

Roles and 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.

Required Qualifications

• Master's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in industrial controls/ Mechanical).
• Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of relevant experience).
• Experience with GE Controls Products, Mark VIe control system in commercial, services, engineering and/or project management.
• 25% travel.

Desired Characteristics

• 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.
• 10 years of experience with GE control product systems (Mark VI/Mark Vie/..) in commercial, services, engineering, and/or project management.
• 5 years of experience in the OT Cyber Security industry.
• 5 years of experience in Mark VIe field engineering or OTR engineering.
• High proficiency with computer tools (MS Office suite).

The base pay range for this position is$118,100.00 - 147,600.00 USD Annual. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. This position is also eligible for a 15% performance bonus/variable incentive compensation/equity.

This posting is expected to close on May 05, 2025, or thereafter.

*The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas.

Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE 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 planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness.

General Electric Company, Ropcor, Inc., their successors, and in some cases their affiliates, each sponsor certain employee benefit plans or programs (i.e., is a “Sponsor”). Each Sponsor reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor’s welfare benefit plan or program. This document does not create a contract of employment with any individual.

Benefits Available to You

GE employees rise to the challenge of building a world that works. In order to meet this mission, we provide varied, competitive benefits to help support our workforce: https://jobs.gecareers.com/global/en/ge-career-benefits

• Our compensation & benefits are designed to help you manage your personal and family needs, while rewarding high performers. We offer a robust benefits package depending on your employment status and your national requirements.
• A healthy, balanced lifestyle can mean different things to different people. We've created programs that support the way you live and work today.
• GE invests to provide opportunities to grow your career by providing a path for continued on-the-job learning and development.

Inclusion & Diversity

At GE, we believe in the value of your unique identity, background, and experiences. We are committed to fostering an inclusive culture, where everyone feels empowered to do their best work because they feel accepted, respected and that they belong. Click here to learn more: https://jobs.gecareers.com/global/en/diversity-at-ge

About GE Gas Power

GE Gas Power engineers cleaner, more accessible energy that people depend on, powering growth and prosperity for people everywhere. Our leading technologies produce a third of the world’s electricity thanks to our talented people, who make gas work for our customers, stakeholders and the world. Through relentless innovation and continuous partnership with our customers, we are building the energy technologies of the future and providing the cleaner, more efficient power people depend on today.

Additional Information

Relocation Assistance Provided: No

#LI-Remote - This is a remote position