Sr. Customer Success Manager - Digital Success Management

Job Description SummaryA Sr. Customer Success Manager owns and manages the strategic relationships at the executive levels, serving as the strategic and trusted advisor, providing expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. A “voice of the customer”, to orchestrate, leverage and influence internal resources in the business of supporting customer needs. Provide proactive strategic direction, aligned with customer goals and objectives.

Job Description

Roles and Responsibilities
Drive overall post-sales relationship with assigned accounts including activities such as:

• Responsible for negotiating and closing Service Support Agreement (SSA) renewals and procedure volume adjustments.  Knowledgeable about what customers are entitled to in existing contracts, partnering with GEHC’s commercial team to ensure meeting overall profitability, solution upselling, and future expansion goals.
• Follow customers’ digital and transformational strategies and desired outcomes. Additionally, understand customers’ current state, infrastructure, applications, digital solutions, and issues in order to ensure customer success.
• The primary Point of Contact for customers beyond established Service and Support paths and processes partnering with the Service Desk Leaders.
• Orchestrate regular business reviews with the customer base including all appropriate internal and external stakeholders, involving executive leadership from GEHC, Customers IT and Clinical stakeholders.
• Ensures mutual understanding of customer key performance indicator (KPI’s) goals, objectives, metrics, and action plans related to customer’s business strategy & financial health
• Collaborate with customers and GE Healthcare (GEHC) resources to establish multi-year Strategic Account Roadmaps. Develop strategies including GEHC colleagues, gain buy in, design and implement customer success plans to drive and help customers realize value from our products, and ensure retention. 
• Engage and facilitate GE teams and executive sponsors necessary to foster positive GEHC customer relationship.
• Identify and influence commercial opportunities, building sales funnel, including upsell and cross-sells, referring these opportunities to appropriate GEHC Account Managers.
• Ensure collaboration and alignment with GE’s broader Digital and Systems Solutions teams: drive knowledge increase, market understanding, and cross business narratives.
• Maintain current knowledge of customers’ environments and industry, technology trends to be able to share GEHC points of view and influence customer success training, professional services, technical support, renewals, expansion, and advocacy. Collaborate cross-functionally to shepherd customers through the onboarding process by providing clear guidance about next steps, maintaining open lines of communication, and connecting customers to the appropriate internal resources.

Required Qualifications
Bachelor’s degree or comparable higher education in IT, Healthcare, MedTech, Medicine, Business, Management, or related fields.  

• Six (6) years of healthcare experience in Customer Success Management, including foundational aspects of escalation management, strategic executive relationships, solution adoption and expansion strategies, and customer roadmapping.
• Three (3) years of experience in Business Development, or Sales/Marketing role, including ability to upsell new opportunities, negotiate, and close commercial terms.
• Ability to travel up to 25% in support of customer on-site business reviews, relationship management, strategy or sales activities, or exploring customer end-user feedback.
• Three (3) years of proven key account management and/or project management skills, either independently or part of prior Customer Success, Sales, or Business Development roles. 

Desired Qualifications

• Knowledge of Digital Imaging solutions and workflows in order to provide strategic input in planning and customer road-mapping.
• Outstanding influencing, interpersonal and networking skills to drive collaborative culture at all levels and proven track record on relationship building skills.
• High level presentation skills in front of internal/external executives, including C-Suite representatives.
• Ability to present ideas to customers in a way that produces understanding and impact.
• 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. Established project management skills.

Additional Information

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

Application Deadline: April 29, 2025