AVS Digital Customer Success Operations Leader

Job Description SummaryThis role is ideal for a process-driven individual with strong analytical, project management, and communication skills. The ideal candidate will have a background in HTML, UI/UX design, and a process-oriented mindset. You will work within a customer success platform integrated into GE Healthcare products, collaborating with product teams to implement tags for utilization and create in-application guides. Additionally, you will manage the tagging and segmentation strategy to capture meaningful usage insights and drive actionable recommendations.

Job Description

Roles and Responsibilities

Customer Success Platform Administration & Optimization:

• Configure and maintain the customer success platform to track product adoption, engagement, and key usage trends.
• Implement event tracking, user segmentation, and in-app engagements to enhance the customer experience.
• Partner with internal teams to integrate data into broader customer success workflows and health scoring.
• Implement and optimize processes to streamline product operations and improve efficiency.
• Analyze data and metrics to assess platform performance and identify areas for improvement.
• Manage and execute projects related to platform adoption and customer success initiatives.

Digital Adoption & Engagement Strategy:

• Collaborate with product teams to design and execute in-app guides, tooltips, and walkthroughs to drive feature adoption and user retention.
• Analyze customer behavior data to identify opportunities for proactive engagement and churn mitigation.

Data Analysis & Insights:

• Leverage customer success platform analytics to track feature usage, adoption rates, and engagement effectiveness.
• Present insights to Customer Success and Product teams to drive data-informed decision-making.
• Continuously iterate on engagement strategies based on data trends and feedback loops.
• Communicate effectively with stakeholders to ensure alignment and successful outcomes.

Education Qualification

• Bachelor's Degree in Design or Engineering, Computer Science, Information Technology, Business Administration or related discipline with minimum years of experience 5 years

Desired Characteristics:

• Strong experience with digital adoption platforms (Gainsight PX, Pendo, WalkMe, Amplitude, Heap, etc.).
• Knowledge of customer success best practices and methodologies.
• Experience designing and building in-app engagement campaigns.
• Knowledge of product-led growth strategies and digital customer success methodologies.
• Familiarity with customer journey mapping and lifecycle-based engagement strategies.
• Ability to use generative techniques (sketching, brainstorming, etc.) to establish a variety of possible design decisions and decision scenarios.
• Demonstrated strong understanding of Agile / Lean UX methodologies
  Skilled in standard design & wireframing tools (Adobe CC, OmniGraffle, Sketch), hand drawing and visual communication, time-based and interactive prototyping tools (Hype, Adobe Edge, Keynote).

Business Acumen:

• Ability to map current industry trends to internal vision and bring related suggestions to the team.
• Understands principles of design thinking, what it is and why it is important.
• Ability to actively cultivate an understanding of how individual people and things fit within larger structures (like systems or organizations), as well as the relationships between parts of a system and the system as a whole.

Leadership:

• Understands the value of a rigorous, collaborative and transparent decision-making process.
• Demonstrates sensitivity to key cultural issues.
• Ability to express UX and design concepts to collaborators on cross functional teams, by explaining the rationale and benefit of design ideas.
• Demonstrates the ability to extract and communicate how customer groups are thinking and feeling.
• Ability to make decisions and take actions appropriately when all available information may not be possible to obtain.

For U.S. based positions only, the pay range for this position is $114,400.00-$171,600.00 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, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

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.