Job Description Summary

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity

The Sr. Consultant - Customer Success – CMU Outcomes will be an integral part of the CMU Software Outcomes Delivery Team and will lead all aspects of the customer life cycle postproduction. This individual will work with every level of GE and the client organization to enable and promote success and positive outcomes post implementation. This includes Customer Support, Digital Analytics, Managing Renewals, Software Upsell Opportunities, and the overall Outcome for the Customer. This individual will work deeply with internal stakeholders, vendor partners and clients to ensure results are delivered.

Job Description

Roles and Responsibilities

• Build and execute a strategy for the Customer Success team

• Partner with the GE Software Support Team to design and build best in class processes keeping within customer agreed SLAs for break/fix items
• Manage Customer issues and drive resolution and process improvement
• Review customer analytics and proactively identify areas of opportunity with process or software solutions
• Design quarterly customer report out process detailing open issues, resolved issues, current metrics
• Build a process for soliciting feedback from customers driving enhancement requests for our vendor partners
• Collaborate with our vendor partners as a voice of the customer for overall improvements to software functionality, reporting, and other processes
• Develop and implement executive level governance structure as a mechanism for program design changes and report out structure
• Drive the post go live strategy enabling product adoption and continued appropriate use
• Further the ROI and VOI models and present to key executives as appropriate 
• Promote and engage in timely communication around performance to team members and engagement leaders
• Ability to lead highly matrixed teams comprised of internal and external stakeholders
• Partner with the USCAN, Academic Accounts, GE Healthcare Partners and LCS teams to deliver world class solution

Required Qualifications

• Bachelor’s degree
• 5+ years of Customer Success/Client Services Leadership
• 3+ years of Project Management experience
• 3+ years of Product Management experience
• Ability to work effectively across functions to deliver results and execute multiple commitments within the Global Environment
• Ability to create a goal and lead a horizontal team to deliver on the objective
• Multitasking abilities to drive critical issues simultaneously
• Resourcefulness, commitment, interpersonal, communication and negotiation skills
• Ability to work when Clinicians are practicing (beyond normal business hours)
• Ability to travel greater than 50% of the time

Desired Characteristics

• Advanced degree: MBA, MS, MHA, MPA, or other is desired
• Nursing Degree: RN, BSN is desired
• Client/Customer Service Leadership Position
• 7+ years of Management/Consulting experience within the Healthcare Industry
• Executive-level communication skills: written, interviewing, persuasion, and presentation
• Experience in delivering complex solutions within a matrixed organization
• Experience with process improvement methodologies (Six Sigma, Agile, TQM, etc.)
• 
  Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

  Note:

  
  To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

For U.S. based positions only, the pay range for this position is $101,600.00-$152,400.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, exp