Job Description Summary

Job Description

Key Responsibilities:

• Customer Relationship Management: Serve as the primary technical point of contact for assigned utility accounts building deep and trusted relationships with customer technical teams project managers and stakeholders. Provides account management for Premier Support and Escalated accounts. Has primary ownership to develop and drive action plans to accelerate issue resolution maintain customer communication and advocate for the customer to ensure successful implementation and operation of GE Digital software solutions. Experience managing enterprise customers in Distribution Management Systems (DMS) required.
• Technical Leadership: Provide strategic and tactical technical guidance to help customers maximize product value plan for scalability and adopt best practices.
• Issue Prioritization & Escalation: Proactively triage track and prioritize customer issues based on business impact and urgency. Act as the customer advocate within internal teams to ensure timely resolution.
• Technical Roadmapping: Collaborate with customers to align product capabilities with their business goals identifying integration opportunities and upcoming needs.
• Cross-functional Collaboration: Work closely with engineering support product and sales teams to ensure a coordinated response to customer needs and feedback.
• Reporting & Communication: Regularly provide account health updates root cause analysis of major incidents and progress on open items.
• Continuous Improvement: Identify trends and recurring issues recommending systemic solutions or product enhancements.

Required Qualifications:

• Bachelors degree in Engineering Computer Science or a related technical field (or equivalent practical experience).
• 10 years of experience in a customer-facing technical role (TAM Solutions Engineer Support Engineer or similar) preferably with utility or energy sector clients.

Additional Qualifications:

• Strong understanding of utility industry operations and NERC regulations
• Ability to communicate technical concepts to non-technical stakeholders and vice versa.
• Experience using CRM/ticketing systems (Service Now) to manage customer interactions and issues.
• Exceptional organizational skills with a customer-first mindset.

Preferred Qualifications:

• Familiarity with utility-specific platforms (e.g. EMS GIS DERMS and OMS).
• Experience working in or with regulated utility environments.
• ITIL familiarity or similar frameworks for incident and problem management.

Additional Information

The base pay range for this position is 120000.00 - 150000.00 The specific pay offered may be influenced by a variety of factors including the candidates experience education and skill set. This position is also eligible for a 20% Variable Incentive Bonus. This posting is expected to close on August 1 2025.

*The Company pays a geographic differential of 110% 120% or 130% of salary in certain areas.

Healthcare benefits include medical dental vision and prescription drug coverage; access to a Health Coach a 24/7 nurse-based resource; and access to the Employee Assistance Program providing 24/7 confidential assessment counseling and referral services. Retirement benefits include the GE Retirement Savings Plan a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance adoption assistance paid parental leave disability insurance life insurance and paid time-off for vacation or illness.

General Electric Company Ropcor Inc. their successors and in some cases their affiliates each sponsor certain employee benefit plans or programs (i.e. is a Sponsor). Each Sponsor reserves the right to terminate amend suspend replace or modify its benefit plans and programs at any time and for any reason in its sole discretion. No individual has a vested right to any benefit under a Sponsors welfare benefit plan or program. This document does not create a contract of employment with any individual.

Additional Information