Enterprise Customer Success Manager

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 thework 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

The Enterprise Customer Success Manager manages a portfolio of site-based accounts to ensure that they achieve their business outcome with Rockwell Automation's subscription and services contracts. You will be responsible for ensuring effective technology and services adoption that leads to high renewal rates and expansion of annuity based contracts and subscriptions. You will report to the Customer Success Manager and work hybrid from Mayfield Heights, OH or Milwaukee, WI.

Your Responsibilities:

• Responsible for the management and Annual Recurring Revenue Target 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 QBR 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.
• 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.

• Bachelor's degree
• 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.

• Bachelor's degree in Business Administration, engineering or related fields.

• 8+ years of work experience and experience in working with customers in a commercial and/or technical capacity.
• 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.
• 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 participating sites on a periodic cadence using QBR methodology and other means of communication/cadences.
• Aggregates and delivers QBR at a corporate customer level.
• 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 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.
• 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.

• 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.

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.

This position is part of a job family. Experience will be the determining factor. This is a summary of the position's responsibilities and does not reflect the entire scope of work expectations.

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We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.

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.