The Senior Director Customer Success (m/f) is responsible for setting the strategic direction and driving thought leadership and execution of first of a kind projects and large strategic deals. This position drives funnel, orders and revenue and leads all Analytics commercial, service and delivery activities, including strategy to win, implementation, escalations, project management, and service integration to product and marketing. The Senior Director Customer Success (m/f) will work in collaboration with other GE Healthcare leaders to ensure a high level of customer loyalty and employee satisfaction. Additionally,this position will provide leadership within the organization to manage capacity planning, and design high functioning service models that meet market needs.
Provide strategic organizational leadership and direction to ensure the execution of high quality Healthcare Analytics service and delivery within EMEA, including the assessment of services opportunities and deploymentof a full portfolio of services and/or solution offerings, based on customer need.
Build an organization that goes horizontally across all healthcare businesses, connecting various analytics and solution approaches and provide thought leadership for the digital solution business.
Partner and collaborate with Analytics Commercial Segment Leaders, and the Centers of Excellence to ensure a cohesive strategy and execution in delivering solutions to customers.
Leverage internal relationships with Engineering, Sales, Marketing, Finance, and business leadership teams to enhance business performance and customer experiences.
Drive continuous improvement, process excellence and productivity within EMEA Analytics Service.
Measure and monitor overall customer satisfaction through KLAS, manage major customer escalations and drive best in class customer service excellence throughout EMEA.
Lead the continued evolution of the Analytics Services organization from practice-based to customer-based. Participate in and strengthen the partnership between Sales and Service in order to provide seamless customer service and rapid response within the EMEA region, and to create best practices replicated across USCAN as well.
Deliver on all business commitments including revenue and base cost targets, quality and compliance activities.
Understand and meet customer needs while balancing business objectives and fostering strong customer relationships by exceeding customer expectations on service delivery.
Qualifications/Requirements:
Bachelor’s Degree and very strong experience in a leadership position with direct responsibility for an implementation service team
Strong experience in managing large scale projects in a Healthcare IT environment that includes working with external customers
Proven ability to champion new ideas, with strong execution skills and proven ability to translate ideas into actions
Proven leadership abilities and experience with leading cross functional teams and successfully driving large scale changes
Prior experience working in a matrixed environment
Demonstrated strong strategic planning skills and performance track record
Demonstrated operational excellence, including financial and business analysis skills
Strong communication skills – ability to synthesize complex issues and communicate into simple messages for peers, customers and national employee teams
Demonstrated leadership ability to energize, develop, and build rapport at all levels within an organization, including peers
Ability to travel 30% or more
Desired Characteristics:
MBA or equivalent
Strong track record of building a high-performance team; attracting, developing and retaining talent
Demonstrated success in working with customers to resolve complex issues and develop solid business relationships
In-depth knowledge of and experience in the Healthcare Technologies, Analytics, Software markets and GE Healthcare Imaging, CSS, & Digital Software Solutions
Inclusive leadership style with a focus on personal involvement, trust and flexibility
Ability to present in front of large groups, deal with ambiguity, and demonstrate composure in stressful situations where competing priorities must be managed
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