Deployment and Customer Success Manager
1 month ago
**Job Description Summary**: The Deployment and Customer Success Manager will be responsible for coordinating, planning, and tracking upcoming Portrait installs. This will require close collaboration with the regional project management team, sales team, product management, and Installed Base (IB) program manager to ensure site readiness, parts availability, and mobilization of remote help as needed. The Deployment and Customer Success Manager will manage the subscription model and coordinate upgrades at customer sites (during the critical ramp up phase). This manager will drive initiatives to improve the customer install experience and the deployment & install effectiveness.
**Roles and Responsibilities**
In this role, you will:
- Lead the deployment and install from pre-install to go-live as well as monitor live site to ensure customer satisfaction.
- Own and track upcoming install. This will require collaboration with the region and sales team for effective planning of activities to be performed by a cross-functional team.
- Own and track install issue as well as drive issue to closure.
- Assist product management, regional project management team, and sales team on coordination of installs (parts readiness, check lists, mobilization of remote help).
- Stand up new processes for back-end install (Fleet, SpectroCloud, etc).
- Work with engineering to improve install process.
- Work closely with the IB program manager to resolve part fulfilment issues with the intent to mitigate delays in customer installation.
**Education Qualification**
- Bachelor's Degree in engineering
- 10 years experience in engineering or project leadership within a manufacturing, development, or research environment, including experience in various installed base leadership roles.
**Desired Characteristics**
- Proven experience using project management methodologies to deliver business value and drive significant change across an organization
- Experience managing budgets including budget and spend
- Strong understanding and knowledge of various project and portfolio management methodologies with track record of implementing shared standards for large organizations
- Strong leadership skills with ability to influence outcomes and organize teams to attain shared goals
- Excellent influencing, interpersonal and communications skills (both written and verbal) with all levels of an organization
- Self-starter - requires mínimal direction to accomplish goals
- Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities
- Strong team player - collaborates well with others to solve problems and actively incorporates input from various sources
- Experience working with others on a global basis
- Applies knowledge to coach and mentor others
- Demonstrated customer focus - evaluates decisions through the eyes of the customer, builds strong customer relationships, creates processes with customer viewpoint and partners with customers to help shape their future initiatives
- Strong analytical and strong problem solving skills -communicates in a clear and succinct manner and effectively evaluates information / data to make decisions, anticipates obstacles and develops plans to resolve, creates actionable strategies and operational plans
- Change oriented - actively generates process improvements, champions and drives change initiatives, confronts difficult circumstances in creative ways, balances multiple and competing priorities and executes accordingly
- PMP, ScrumMaster or related Project Management certifications
**Additional Information**:
GE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE HealthCare will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
**Relocation Assistance Provided**:No
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