Customer Success Manager - Cybersecurity

Milwaukee, Wisconsin, United States

Mayfield Heights, Ohio, United States

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 Customer Success Manager, Cybersecurity manages a portfolio of enterprise and site-based accounts associated to Rockwell's OT cybersecurity offerings to ensure that customers achieve their business outcomes 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 Software Customer Success Leader.

This is a remote role.

• Responsible for the management and Annual Recurring Revenue Target and growth strategy associated to all cybersecurity contracts and software subscriptions within portfolio of assigned 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 Q  methodology and other means of communication/cadences. Aggregates and delivers Q  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.
• Collaborates with the business unit to provide insight to continuous improvement programs on customer experience.

• Bachelor's Degree or Equivelant Years of Relevant Work Experience
• 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.
• Ability to travel 20% of the time

• Bachelor's degree in Business Administration, engineering or related fields.
• Knowledge of cybersecurity product and service offerings within the OT space.
• 5+ years of work experience and experience working with customers in a commercial and/or technical capacity.
• Ability to work with cross functional teams.
• Experience with understanding customer buying behaviors and 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 skills. Ability to collaborate and build trust with sales.
• Develop, communicate, and execute a services ARR…