Regional Customer Support Director

Remote from: UK
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 24 May 2026
Apply before: 24 Jun 2026
Experience level: Director
Views / Applies: 22 / 1

GE Vernova is purpose-built to electrify and decarbonize the world, uniquely positioned with a scope and scale of solutions to accelerate the energy transition.

Oil & Energy
2024

Actively Hiring

AI Summary

This is a senior leadership role at GE Vernova's Electrification Software business, overseeing customer support for mission-critical grid software across EMEA. The director will lead regional teams and strategic partners, manage escalations, and drive operational excellence. The role requires proven experience in enterprise software support and managing distributed teams. It offers competitive compensation and a flexible benefits program within a company with a strong legacy in electrification.

Job Complexity

Easy Hard

AI Insight The role requires extensive experience in leading customer support for enterprise software, managing distributed teams across multiple countries, and handling critical escalations, which demands a high level of expertise and leadership.

Salary Analysis

AI Insight The offered salary for this senior director role is estimated at a median of $180,000, which is competitive for a regional leadership position in enterprise software support. The market range of $140,000-$220,000 reflects the high responsibility and global scope of the role.

Key Skills

Customer Support Service Delivery Team Leadership Enterprise Software SLA Management Stakeholder Management Operational Excellence Grid Software EMEA Vendor Management

Cover Letter Sample

I am excited to apply for the Regional Customer Support Director position at GE Vernova. With over 15 years of experience leading customer support operations for enterprise software, I have a proven track record of managing distributed teams and delivering high-quality service in mission-critical environments.

My background includes driving operational improvements, managing third-party partners, and ensuring customer satisfaction across EMEA. I am particularly drawn to GE Vernova's legacy in electrification and its focus on grid modernization.

I am confident that my leadership skills and strategic mindset align perfectly with the requirements of this role. I look forward to the opportunity to contribute to your team.

Possible Interview Questions

How would you approach improving customer satisfaction in a region with diverse cultures and time zones?

I would start by analyzing current support metrics and customer feedback to identify pain points. Then, I would implement standardized processes while allowing flexibility for local adaptations. Regular training and communication would ensure consistency, and I would leverage data to track improvements.

Describe a time you managed a critical escalation that impacted a customer's production system.

At my previous role, a major utility customer experienced a system outage. I immediately assembled a cross-functional team, communicated transparently with the customer, and coordinated with engineering to deploy a fix within hours. Post-incident, we implemented preventive measures and improved our escalation process.

How do you balance operational execution with long-term strategic improvements?

I prioritize by setting clear KPIs for daily operations while allocating time for strategic initiatives. I use a continuous improvement framework, where teams spend a portion of their time on process enhancements. Regular reviews help ensure we don't sacrifice long-term goals for short-term fixes.

What experience do you have managing third-party service providers and SLAs?

I have managed multiple strategic partners, negotiating SLAs and conducting quarterly business reviews. I established governance structures with clear escalation paths and performance dashboards. This ensured accountability and drove continuous improvement from partners.

How would you foster collaboration between support, product, and engineering teams?

I would establish regular cross-functional meetings to share customer insights and product feedback. I'd also create a shared dashboard with common metrics to align goals. Encouraging joint problem-solving sessions and rotating team members can break down silos and build trust.

Job Description Summary

We are seeking an experienced Regional Customer Support Director for the GE Vernova Electrification Software business in EMEA, responsible for leading customer support operations across Europe and MENAT.
This role leads regional teams and strategic service partners to deliver reliable, high quality support for mission critical grid software solutions, ensuring operational excellence and strong customer satisfaction.

Job Description

GE Vernova’s Electrification Software business delivers digital solutions that help utilities and grid operators plan, operate, and maintain reliable electric transmission and distribution networks.

This role oversees customer support for all Electrification Software transmission and distribution solutions, including grid operations, asset performance, data and analytics, and planning applications. These products support customers’ live, production‑critical environments, making support quality and responsiveness essential.

Key Responsibilities:

Lead and manage regional customer support delivery across the EMEA grid software business, ensuring service levels, quality standards, and customer satisfaction targets are met.
Act as the escalation point for complex or critical customer issues, particularly those impacting customer production systems.
Partner with regional and global leadership to align support strategies with broader grid software and services objectives.
Monitor and manage support backlogs, aging cases, and response performance to ensure operational stability.
Analyze support performance metrics, identify trends, and implement data‑driven improvements.
Ensure a consistent customer experience across all support touchpoints.
Collaborate closely with Product, Engineering, Professional Services, and Customer Success teams to share customer feedback and influence product and service improvements.
Drive knowledge sharing, process standardization, and best‑practice adoption across internal teams and partner resources.
Own supplier and vendor relationship management, including performance monitoring, SLA adherence, contractual governance, and continuous improvement initiatives.
Contribute to resource planning, budgeting, and supplier governance processes.

Essential Qualifications:

Proven experience leading customer support or service delivery functions within a technology or enterprise software environment.
Experience leading geographically distributed teams across multiple countries, cultures, and time zones.
Strong track record of managing third‑party service providers or strategic delivery partners, including SLAs, KPIs, and contract performance.
Deep understanding of customer support operations, service delivery models, and customer satisfaction metrics.
Experience working with enterprise support tools and reporting platforms (e.g. ServiceNow or similar systems).

Desired Traits:

Strong leadership presence with the ability to guide teams through high‑pressure, customer‑critical situations.
Excellent communication, negotiation, and stakeholder‑management skills.
Strategic mindset with the ability to balance operational execution and long‑term improvement initiatives.
Proactive, accountable, and results‑driven.
Comfortable operating in complex, fast‑paced, and evolving environments.
Strong analytical and problem‑solving skills with a continuous‑improvement mindset.
Collaborative leadership style with the ability to foster team cohesion across geographies.

What We Offer:

A senior leadership role at GE Vernova, a company with over 130 years of legacy, responsible for generating 25% of the world’s electricity and driving the future of electrification, grid modernization, AI, and renewable energy.
Ownership of a region‑wide customer support organization for enterprise, mission‑critical software used by utilities and grid operators.
Competitive senior-level compensation with a flexible benefits program, allowing employees to tailor benefits to their own needs.
Comprehensive private medical coverage (including family cover), defined‑contribution pension with flexible contribution options, life assurance, and income protection.
26 days of annual leave, with the option to buy or sell additional days.
Company car or cash allowance, plus access to wellbeing, lifestyle, and employee support programs.
Flexible working arrangements, with the role open to candidates based in the UK and working remotely or from a GE Vernova office.