The Software Customer Success Manager manages named customers to ensure that they achieve their business outcome with Rockwell Automation's software subscriptions. Responsible for ensuring effective technology and services adoption that leads to high renewal rates and expansion of annuity based contracts and subscriptions.
Manages the Adoption of purchased Software to ensure the efficient implementation and drives necessary support to support customer success and ultimately the renewal
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
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
Skills, Knowledge, Experience and Education
Experience with understanding customer buying behaviors & processes.
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. Ability to collaborate and build trust with sales.
Capable of developing, communicating and executing a services ARR strategy at a corporate level.
Excellent presentation and communication skills (written and verbal) to various levels of customer's organization.
Comprehending 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.
Self-starter with strong collaboration skills
Capability of Managing Multiple Priorities.
Ability to work with cross functional teams
Education and Experience
Bachelor's degree in Business Administration, engineering or related fields.
At least 8 years of work experience and 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.
Factors of Complexity
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.
Accepts Role Requirements
Responsible for effectively influencing a multi-disciplinary team of people on behalf of customers within assigned portfolio.
Responsible for developing, communicating and executing a services and software subscription ARR strategy within corporate/strategic account across geographic boundaries.
Key Performance Metrics
Annuity revenue growth
Contract renewal and expansion rates
Customer Engagement/SAT scores/User Experience/Customer Health
Price realization - Margin on contracts
Internal Number: R21-4385
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.