Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
As an Enterprise Customer Success Manager you will manage a portfolio of site-based accounts associated to a corporate owner(s) across geographies to ensure that they achieve their business outcomes with Rockwell Automation's subscription and services contracts. You will ensure effective technology and services adoption that leads to high renewal rates and expansion of annuity based contracts and subscriptions. You will report to the Enterprise Customer Success Global Leader.
Your Responsibilities:
- Responsible for the management and Annual Recurring Revenue Target and growth strategy associated to all contracts and software subscriptions within portfolio of site-based accounts.
- Use data and workflow information from Customer Success Platform (Gainsight) to execute Onboarding, Adopt, Expand and Renewal motions relevant to each account in portfolio.
- Translate available customer data contained within Customer Success Platform and other sources into value delivered to customer by engaging in Services contracts and software subscriptions.
- Communicate value delivered to participating sites on a periodic cadence using QBR methodology and other means of communication/cadences. Aggregates and delivers QBR at a corporate customer level.
- Understand 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 Expand Motions in conjunction with Sales. Documents Motion effectiveness.
- 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.
The Essentials - You Will Have:
- Bachelor's degree in Business Administration, engineering or related fields.
- 8+ years of work experience in customer success or working with customers in a commercial and/or technical capacity.
- Ability to travel 10% of the time
The Preferred - You Might Also Have:
- Work with cross functional teams.
- Experience with understanding customer buying behaviors & processes.
- Knowledge on how services are organized and delivered – Collaborate with them on behalf of customers.
- Motivate and work with others to make customers successful.
- Commercial acumen. Ability to collaborate and build trust with sales.
- Develop, communicate, and execute a services Annual Recurring Revenue (ARR) strategy at a corporate level.
- Comprehend the needs and requirements of customers in order to bring strategic value to them. Promoting customer needs as the key driver for business goals and initiatives.
What We Offer:
Our benefits package includes …
- Comprehensive mindfulness programs with a premium membership to Calm
- Volunteer Paid Time off available after 6 months of employment for eligible employees
- Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation
- Employee Assistance Program
- Personalized wellbeing programs through our OnTrack program
- On-demand digital course library for professional development
... and other local benefits!
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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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.