The Customer Success Manager will lead a team of Customer Success Managers to ensure customers achieve their business outcome with Rockwell Automation's subscription and services contracts. Responsible for ensuring effective technology and services adoption that leads to high renewal rates and expansion of annuity based contracts and subscriptions.
Leads a team of Customer Success Managers responsible for Adoption, Expansion and Renewal of contracts and subscriptions.
Implements Regional Strategy for Customer Success Organization into area of responsibility to ensure customers achieve their business outcomes within area of responsibility
Responsible for the management of all contracts & SW subscriptions within area of responsibility
Responsible for driving revenue through managed service contracts (including renewals and upsells)
Responsible for understanding customer data and insights and ensuring that they are translated to value delivered to customer and properly communicated (to customer) on a periodic basis.
Leverage contract proposal development/management through the Global Engineering Center (GEC) Proposals are not part of a Customer Success responsibility, this is the regional Proposal team so not sure why it is here?
Provide feedback to the portfolio team to ensure customer feedback is built into service offerings.
Co-manage channel relationships as they pertain to customer success within area of responsibility
Communicates with services delivery teams to help ensure an optimal customer experience
Ability to interact with executives 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.
Factors of Complexity
Ability to manage multiple streams of work in parallel to achieve objectives
Ability to work in complex environments; and managing conflicting demands and expectations
Ability to balance Customer Expectations with Profitability requirements.
Accepts Role Requirements
Travels as required to cover assigned Region/Sub-region
Responsible for effectively influencing a multi-disciplinary/multi region team of people on behalf of customers within assigned portfolio
High level of responsiveness to customer issues when they arise
Accountability for results at high profile customers
Key Performance Metrics
Annuity revenue growth
Contract renewal and expansion rates
Customer Engagement/SAT scores/User Experience/Customer Health
Price realization - Margin on contracts
Responsible for sales and commercial leadership driving growth within the geographic areas and assigned customer groups assigned. Develop, coach and mentor personnel within the Customer Success team using appropriate performance management and development tools. Sales experience required in a technology based organisation with proven experience of delivering consistent growth.
Internal Number: 2668018
About Rockwell Automation
When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.
You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth – and career opportunities.
As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.