Enterprise Customer Success Manager

New

Rockwell AutomationManufacturing automation

Source API remote eligibility restrictions: CanadaFull-TimeMiddle

Salary not disclosed

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Job Details

Languages: Candidates must be bilingual or able to communicate in English (spoken and written).
Experience: 8+ years of experience working with customers in a commercial or sales capacity
Required Skills: Microsoft Power BICustomer Success

Have a bachelor's degree in Business Administration, engineering, or a related field, or equivalent relevant experience.
Bring 8+ years of experience working with customers in a commercial or sales capacity.
Have experience increasing annual recurring revenue.
Have experience with Gainsight and PowerBI.
Have experience working across a matrix organization.
Bring work experience in the manufacturing or automation industry.
Understand customer buying behaviors and processes.
Understand how services are organized and delivered, and collaborate with service teams on behalf of customers.
Demonstrate commercial acumen and the ability to build trust and collaborate with Sales.
Be able to negotiate large, complex contracts with enterprise customers.
Be capable of developing, communicating, and executing a corporate-level services ARR strategy.
Have written, verbal, presentation, and communication skills for engaging with different levels of a customer's organization.

Manage the annual recurring revenue target and growth strategy for contracts and software subscriptions within an enterprise account.
Use Gainsight customer success platform data and workflows to execute onboarding, adoption, expansion, and renewal motions.
Translate customer data into value delivered through services contracts and software subscriptions.
Communicate value to participating sites periodically using QBR methodology and other communication cadences.
Aggregate and deliver QBRs at the corporate customer level.
Use customer data and insights to recommend contract or subscription scope changes that can improve customer outcomes.
Initiate expansion motions with Sales and document their effectiveness.
Collaborate with Sales, Delivery, and Distributor team members to support the customer experience.
Provide customer feedback to the portfolio team to inform service offerings.

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