CUSTOMER EXPERIENCE MANAGER - RECURRING REVENUE

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 25,000 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 the work 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

CUSTOMER EXPERIENCE MANAGER - RECURRING REVENUE

Summary

Rockwell Automation is the largest company in the world dedicated to industrial automation and information. Here, we connect the imaginations of people with the potential of technology to make the world more intelligent, more connected, and more productive. From improving the production of medicines that boost human health to reducing waste in an oil and gas plant, the work we do changes how we live.

We truly believe we are doing things never before possible. And we need the brightest minds to help make that happen - the makers, the forward thinkers, the problem solvers. That's where you come in.

The CUSTOMER EXPERIENCE MANAGER - RECURRING REVENUE supports recurring revenue offerings that are part of our Annual Recurring Revenue Transformation. You are responsible for setting the direction and culture within your team to provide continuous high standards of customer service; you are passionate about leading a team who interacts with customers to answer questions, resolve issues, and deliver a consistent customer experience every time, minimizing customer effort to maximize customer loyalty. You are responsible for leading, motivating and coaching the team, working in a dynamic environment, where no two days are the same, you embrace change and thrive on the challenge of delivering the best possible outcomes for customers.

This role reports to the Global Business Operations Manager, location is flexible globally, preferably within proximity to a Rockwell Automation facility.

What you will do

• Manage a diverse team to achieve daily goals while maintaining a great customer experience
• Develop workflow processes to support departmental goals and meet customer needs
• Measure and analyze metrics/team performance to gain efficiencies
• Identify opportunities for process improvements and system enhancements to improve the performance of the department
• Interface with internal business units on practices and procedures, and with various levels of the organization, including Rockwell Automation sales and our distributor partners to resolve customer escalations
• Establish departmental goals and implement performance management/reward and recognition practices with your team, conduct performance evaluations for the team identifying strengths and weaknesses and offering coaching and mentoring, all while exercising good commercial judgment and operating in a highly visible, high-pressure environment

Skills you have

• You are ethical, forward-thinking, intelligent, optimistic, and resilient
• You have excellent interpersonal, leadership, and communication skills and a strong passion for coaching and developing team members
• You are enthusiastic to work in a dynamic, fast paced, and challenging environment providing best in class customer service
• You are comfortable with ambiguity and happy to be accountable to make decisions independently
• You have the ability to influence critical stakeholders, and teams outside span of control
• You interact with global team members well and are a team player
• You have excellent presentation and communication skills (written and verbal) to interact with various levels of the organization
• You have a track record of effective coaching and development

Basic qualifications

• Bachelor Degree
• 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.

Preferred qualifications

• Minimum 5 or more years of business work experience with broad exposure to various business segments, with previous experience of managing a team
• Minimum of 5 years management experience of leading a team

Who we are

We are a global leader in industrial automation and digital transformation. We connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more productive and more sustainable. Headquartered in Milwaukee, Wisconsin, we employ approximately 23,000 problem solvers dedicated to our customers in more than 100 countries.

EEO Statement

Rockwell Automation is an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.

#LI-ZN1

#LI-Remote

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.