Lead Services Specialist 1 - Digital Business Operations

l work with various stakeholders across the Power Generation and Oil and Gas vertical as well as across verticals within GED.

• Lead daily operations of Global Customer Success team encompassing Support, Education Services and Customer Engagement to ensure quality, delivery and process improvements that result in an excellent customer experience.

• Provide both tactical and strategic leadership to continuously improve and deliver for the customer.

• Responsible for leading a culture that enables inclusion, engagement, problem solving, lean and accountability.

• Lead employees at all levels within support team and cross functionally to enable current and future success.

• Create Standardized work process, KPI's and metrics

• Enable collaborative culture and drive organization to improve customer/client satisfaction levels and responsiveness.

• Ownership and operationalization of key policies and processes for CS organization inclusive of Customer: Success, Education and Support teams.

• Strong collaboration ability including in issue identification, corrective action ownership, and tools/systems changes

• Data analytics thought and execution leader, simplifying data and it's execution for others

• Management and improvements of our systems and tools, working with critical stakeholders cross functionally to execute leveraging lean and urgency

Required Qualifications

• For roles outside of the USA- This role requires advanced experience in the Services & Digital Business Operations. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a high school diploma with relevant experience).

• For roles in USA - Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)).

• Prior work experience focused on customers, operations, or strategy

• Familiarity with Lean methodology & tools

• High say/do ratio individual

• Excellent written and oral communication skills

• Demonstrated success working in a cross-functional and matrixed environment

• Self-starter able to develop, document, and execute assignments with limited supervision

• Ability to influence and gain commitment at all organizational levels including the ability to work in a matrixed organization.

• Expertise in utilizing, updating and reporting from SFDC, Gainsight, ServiceNow, Fusion, Tableau, Smartsheet and Excel.

Desired Characteristics

• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document, plan, market, and execute programs. Established project management skills.

• Experience with Lean tools and processes

• Demonstrated ability to lead in a matrixed environment

• Process oriented, problem solver and strong data analytics skills.

• Demonstrated ability to analyze, plan, execute and continuously improve work of self and others.

• Established project management skills including creating an action plan and seeing it through to completion.

• Strong analytical skills, including management of KPIs.

• Consistent track record of implementing and driving process rigor, standardization, documentation and communication.

Additional Information

Relocation Assistance Provided: No

#LI-Remote - This is a remote position