Enterprise Customer Success Manager

Montreal, Quebec, Canada

Milwaukee, Wisconsin, 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!

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.

• 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 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.

• * 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.

• 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)

• 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

• 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…