The North America Regional Sr Manager of Customer Success will lead a team of Customer Success Representatives and third parties to ensure customers 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.
Provide feedback to the portfolio team to ensure customer feedback is built into service offerings.
Leads a regional team responsible for Adoption, Expansion and Renewal of contracts and subscriptions.
Leverage contract proposal development/ management through the Global Engineering Center (GEC)
Co-manage channel relationships as they pertain to customer success
Partners with the portfolio team and the service delivery team within Rockwell to provide insights into how offerings are performing at customer sites
Responsible for the management of all contracts & SW subscriptions within area of responsibility
Communicates with services delivery teams to help ensure an optimal customer experience
Translates Global strategy for Customer Success Organization into area of responsibility to ensure customers achieve their business outcomes within area of responsibility
Responsible for driving managed service contracts (including renewals and upsells)
Responsible for understanding customer data and insights and ensuring that it is packaged to provide Customer specific value proposition.
Bachelor’s degree in Business Administration, engineering or related fields.
At least 10 years of work experience and experience with managing a talent pool from diverse fields (technical and non-technical).
Experience with understanding customer buying behaviors & processes
Have intimate knowledge on how services are organized and delivered – Collaborate with them on behalf of customers.
Ability to motivate others to make customers successful
Deep knowledge on sales process and cycle– Ability to collaborate and build trust with sales.
Strong negotiation skills
Excellent presentation and communication skills (written and verbal) to various levels of the 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 leadership skills
Experience meeting demanding deadlines and changing priorities
Ability to work with global and cross functional teams
Qualification & Experience
Must be willing to travel up to 40%
Person can work anywhere within the continental United States
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.