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
2-5 years working with customers in a commercial and / or technical capacity
Knowledge on how services are organized and delivered
Independent knowledge in one or more industry / application
Leads negotiation conversations with executives