CUSTOMER SUCCESS MANAGER

Job content

• Management and Annual Recurring Revenue (ARR) target associated to all contracts and software subscriptions within portfolio of site-based accounts
• Uses data and workflow information from Customer Success Platform (Gainsight) to execute Onboarding, Adoption, Expansion, 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 Services contracts and software subscriptions
• Communicates value delivered to customer on a periodic cadence using QBR methodology and other means of communication/cadences
• Demonstrated growth within existing account for both AAR and general Rockwell Automation business
• Consistently achieves contract retention goal
• 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 recommends to initiate an Expand Motion in conjunction with Sales
• Foster a cohesive team 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
• Takes ownership in overall development including technical, commercial and personal
  
  

• University Degree
• 6-8 years working with customers in a commercial and/or technical capacity
• Knowledge on how services are organized and delivered
• Commercial acumen
• Independent knowledge in one or more industry/application
• Financial acumen
• Leads negotiation conversations with executives
  
  

• Genuine interest in making customers successful – Collaborates with others to reach that goal.
• Strives for quality and optimal customer service
• Maintains a positive mindset when working in high stress commercial issues
• Level headed demeanor in a variety of situations dealing with customer expectations
• Embracing Rockwell culture of inclusion/diversity/engagement
• Level headed demeanor when facing internal/operational obstacles
• Cultural awareness/sensitivity in dealings across regions/geographies.
• High level of resiliency/tenacity
  
  

• Proven written and verbal communication and presentation skills to all levels of the organization up to the Executive level delivering a coherent message about our value proposition
• Comprehending 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
• Manage multiple streams of work in parallel to achieve objectives
• Works in complex environments; manages different customer work styles
• Balance customer expectations with profitability requirements
• Works on complex issues where analysis of data requires in-depth evaluation of variable factors
• Exercises judgment selecting appropriate solutions
  
  

• Travels as required to cover assigned Region/Sub-region
• Responsible for effectively influencing a multi-disciplinary team of people on behalf of customers within assigned portfolio
• High level of responsiveness to customer issues when they arise
• Accountability for results within assigned area of responsibility
• Coaches and mentors other members of the team