CUSTOMER SUCESS MANAGER
Rockwell Automation
Bogota
hace 1 día

Position Summary

The 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.

Responsible for ensuring effective technology and services adoption that leads to high renewal rates and expansion of annuity based contracts and subscriptions.

Main Responsabilities :

  • 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 RA 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
  • University Degree

    2-5 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

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