The Customer Success Manager is responsible for a portfolio of site-based or multisite-based accounts to ensure that their customers achieve intended business outcomes with Rockwell Automation's subscription and services contracts. Responsible for ensuring effective technology and services adoption leading to high, on-time renewal rates and expansion of Annual Recurring Revenue (ARR).
This is a remote role which can be based anywhere in the USA, and will report into the Regional Customer Success Manager.
Key Responsibilities:
- Responsible for the management and Annual Recurring Revenue Target (ARR) associated to all contracts and software subscriptions within portfolio of site-based accounts.
- Responsible for using data and workflow information from Customer Success Platform (Gainsight) to execute Onboarding, Adopt, Expand and Renewal motions relevant to each account in portfolio.
- Translates available customer data contained within Customer Success Platform and other sources into value delivered to customer by engaging in Services contracts and software subscriptions.
- Communicates value delivered to customer on a periodic cadence using Executive Business Review (EBR) methodology and other means of communication/cadences.
- Responsible for understanding customer data and insights to recommend changes or additions to existing contract and subscription scope that can improve the outcomes a customer can obtain. Use such recommendations to initiate an Expand Motion in conjunction with Sales/Business Development Leads.
- Foster a teaming environment with Sales, Delivery and Distributor team members on behalf of customer. Collaborate with team members to ensure an optimal customer experience.
- Provide feedback to the portfolio team to ensure customer feedback is built into service offerings.
Skills, Knowledge, Experience and Education
- Experience with understanding customer buying behaviors & processes.
- Deep understanding of Services offerings and value they deliver to customers, and the ability to state as such.
- Exposure and understanding of TSIA's Customer Success LAER model, and how to implement in the Rockwell Services environment.
- Have knowledge on how services are organized and delivered. Collaborate with them on behalf of customers.
- Ability to motivate and work with others to make customers successful.
- Commercial acumen. Collaborate and build trust with Sales/Business Development.
- Experience communicating the value of the product and its features to customers) to various levels of customer's organization.
- Comprehension of the needs and requirements of customers to bring strategic value to them. Promoting customer needs as the key driver for business goals and initiatives.
- Self-starter with strong collaboration skills.
- Capability of managing multiple priorities, between strategic objectives and daily tactical challenges.
The Essentials - You Will Have;
- Bachelor's degree in Business Administration, Engineering or related fields or equivalent years work experience.
- Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
The Preferred - You Might Also Have;
- 5 or more years of experience in working with customers in a commercial and/or technical capacity.
- Ability to interact with different levels from customer organizations.
- Strong team leader/contributor.
- High energy, driven and enthusiastic about opportunities to establish and implement new approaches.
- Ability to collaborate at different levels within the organization.
- Ability to manage multiple streams of work in parallel to achieve objectives.
- Ability to work in complex environments; and managing different customer work styles.
- Ability to balance Customer Expectations with Profitability requirements.
Key Performance Metrics
- Annual Recurring Revenue (ARR) growth.
- Contract adoption, on-time renewal, and expansion rates.
- Customer Engagement/SAT scores/User Experience/Customer Health.
- Price realization – Margin on contracts.
What We Offer:
- Health Insurance including Medical, Dental and Vision
- 401k
- Paid Time off
- Parental and Caregiver Leave
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
- To learn more about our benefits package, please visit at www.raquickfind.com.
For this role, the total target compensation is from $84,720.00 - $127,080.00 of which 80% is base salary and 20% is variable. Actual pay will be based on factors such as skills, knowledge, education, and experience.
This position is part of a job family. Experience will be the determining factor for position level and compensation
At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.
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