Job Description Summary

The Consulting Manger - Program Delivery and Customer Success will be an integral part of the Outcomes Team and will facilitate all aspects of the assigned programs (Implementation through Customer Success) for large scale IDNs. This individual will work with every level of GE and the client organization to bring GE Healthcare’s Digital CMU Program to life– which will include end to end program management and post go live customer success. This individual will work deeply with internal stakeholders, vendor partners and clients to ensure results are delivered.

Job Description

Roles and Responsibilities

• Program leader of GE Healthcare’s Digital Central Monitoring Unit Solution

• Develop and implement executive level governance structure as a mechanism for program design changes and report out structure

• Consult with clients to implement disruptive technology initiatives that range in scope and complexity from local, regional and national centers of excellence 

• Own the post-sale deployment process from a program standpoint – from implementation efforts through to a fully functioning program 

• Drive the project strategy of the engagement as part of the delivery team 

• Develop and define the implementation approach based on the pre-sales work and ongoing delivery work   

• Leverage LCS’ portfolio technologies and partner companies to deliver on the Digital CMU strategy 

• 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 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   

• Drive the post go live strategy enabling product adoption and continued appropriate use 

• Develop ROI and VOI model and present to key executives  

Required Qualifications

• Bachelor’s degree 

• 5+ years of Customer Success/Client Services Leadership 

• 5+ years of Project 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 

• Abilit