JOB DESCRIPTION SUMMARY

This 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.

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

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.