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 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

The Enterprise Customer Success Manager manages a portfolio of site-based accounts for a global customer 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 remotely based from Ohio, Wisconsin or Quebec.

Your Responsibilities

• •Responsible for the management and Annual Recurring Revenue Target and growth strategy associated with all contracts and software subscriptions within an enterprise account.
• •Responsible for using 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 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.

Skills you have

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 in a matrix environment to make customers successful.

Commercial acumen. Ability to collaborate and build trust with sales, and negotiate large complex contracts with enterprise customers.

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 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.

Basic qualifications

Bachelor's degree in Business Administration, engineering or related fields or equivalent relevant experience

Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening. (If applying to be based in the USA)

Preferred qualifications

• •8+ years of experience working with customers in a commercial or sales capacity
• •Experience increasing annual recurring revenue
• •Experience with Gainsight and PowerBI
• •Experience working across matrix organization
• •Work experience in the manufacturing or automation industry

What We Offer:

• •Health Insurance including Medical and Dental
• •Health Care Spending Account (HCSA – dependent on the plan chosen)
• •Employee Assistance Program (EAP)
• •Retirement plans
• •Paid Time off
• •Volunteering Time off
• •Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP)
• •Employer Paid DC Pension
• •Maternity and Parental Leave Top-Up
• •Fitness Reimbursement Program
• •Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

As Rockwell Automation is a global company, candidates must be bilingual or able to communicate in English (spoken and written) .

This position is part of a job family. Experience will be the determining factor for position level and compensation.

This posting is for an existing vacancy within our organization

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 candidate for this or other roles.

Rockwell Automation est un dirigeant mondial en technologies, axé sur l'aide aux fabricants du monde entier pour être plus productifs, durables et agiles. Avec plus de 28 000 employé(e)s qui contribuent chaque jour à rendre le monde meilleur, nous savons que nous nous distinguons des autres et nous répondrons à vos besoins. Notre clientèle comprends des entreprises extraordinaires qui nourrissent la planète, produisent des médicaments vitaux à grande échelle et se consacrent à l'eau potable et à la mobilité verte — nos employés sont des personnes ingénieuses et motivées, fières du travail qu'elles accomplissent pour améliorer le monde.

Nous accueillons tous les créateurs, penseurs d'avenir et résolveurs de problèmes qui recherchent un endroit pour donner le meilleur d'eux-mêmes. Et si c'est vous, nous serions ravis de vous compter parmi nous!

Gestionnaire du succès client – Entreprise

Le ou la gestionnaire du succès client – Entreprise gère un portefeuille de comptes par site afin de s'assurer qu'ils atteignent leurs objectifs d'affaires grâce aux contrats de services et abonnements de Rockwell Automation. Vous serez responsable de favoriser l'adoption efficace des technologies et services, menant à des taux de renouvellement élevés et à la croissance des contrats et abonnements récurrents. Vous relèverez du ou de la gestionnaire du succès client et travaillerez à distance à partir du Québec.

Vos responsabilités :

• •Gérer la cible de revenus annuels récurrents associée à l'ensemble des contrats et abonnements logiciels du portefeuille de comptes par site.
• •Utiliser les données et flux de travail provenant de la plateforme de succès client (Gainsight) pour exécuter les activités d'intégration, d'adoption, d'expansion et de renouvellement propres à chaque compte.
• •Interpréter les données clients disponibles dans la plateforme de succès client et d'autres sources et démontrer la valeur fournie grâce aux contrats de services et aux abonnements logiciels.
• •Communiquer la valeur livrée aux clients de façon périodique à l'aide de la méthodologie des revues trimestrielles et d'autres modes de communication.
• •Comprendre les données et perspectives client afin de recommander des modifications ou ajouts au périmètre des contrats et abonnements, permettant d'améliorer les résultats obtenus. Utiliser ces recommandations pour initier les démarches d'expansion en collaboration avec les ventes.
• •Favoriser un environnement collaboratif avec les équipes des ventes, de la livraison et de la distribution au nom du client. Collaborer afin d'assurer une expérience client optimale.
• •Fournir de la rétroaction à l'équipe du portefeuille afin que les commentaires des clients soient pris en co