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

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 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 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.
• 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.

• 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.

• Master's degree in Engineering from an accredited university or college
• 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.
• Minimum 10 years of Mark VIe control system experience in commercial, services, engineering and/or project management
• 5 years experience in the OT Cyber Security industry, in Mark VIe field engineering or OTR engineering, and in direct sales
• Leadership, Black Belt, or Group Facilitation experience
• High proficiency with computer tools (MS Office suite)