Enterprise Customer Success Manager

Job Description:

• Manage a portfolio of site-based accounts for a global customer
• Ensure customers achieve business outcomes with Rockwell Automation subscription and services contracts
• Drive effective technology and services adoption, renewals, and expansion of annuity-based contracts and subscriptions
• Manage the Annual Recurring Revenue target and growth strategy for enterprise-account contracts and software subscriptions
• Use Customer Success Platform (Gainsight) data and workflow information to execute onboarding, adoption, expansion, and renewal motions
• Translate customer data into delivered value through services contracts and software subscriptions
• Communicate delivered value periodically using QBR methodology and aggregate QBRs at the corporate customer level
• Recommend contract and subscription scope changes or additions based on customer data and insights
• Initiate expansion motions with Sales and document motion effectiveness
• Foster collaboration with Sales, Delivery, and Distributor teams
• Provide portfolio-team feedback to incorporate customer feedback into service offerings

Requirements:

• Bachelor's degree in Business Administration, engineering or related fields or equivalent relevant experience
• Legal authorization to work in the U.S. (if applying to be based in the USA)
• Employer will not sponsor individuals for employment visas, now or in the future, for this job opening
• Candidates must be bilingual or able to communicate in English (spoken and written)
• Experience with understanding customer buying behaviors and processes
• Knowledge of how services are organized and delivered
• Ability to work with others in a matrix environment
• Commercial acumen and ability to negotiate large complex contracts with enterprise customers
• Ability to develop, communicate and execute a services ARR strategy at a corporate level
• Excellent written and verbal presentation and communication skills
• Ability to understand customer needs and provide strategic value
• Ability to manage multiple priorities
• 8+ years of experience working with customers in a commercial or sales capacity (preferred)
• Experience increasing annual recurring revenue (preferred)
• Experience with Gainsight and PowerBI (preferred)
• Experience working across a matrix organization (preferred)
• Work experience in the manufacturing or automation industry (preferred)
• Baccalauréat ou années d'expérience équivalentes.

Benefits:

• 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 manager to enjoy a work schedule that can be flexible with your personal life.
• Assurance maladie et dentaire
• Compte de gestion-santé (selon le régime choisi)
• Programme d'aide aux employés (PAE)
• Régimes de retraite
• Congés payés
• Congés rémunérés pour bénévolat
• Régime d'épargne avec contribution de l'employeur (incluant REER, CELI et RPAP)
• Régime de pension à cotisations déterminées payé par l'employeur
• Programme de remboursement pour la mise en forme