Customer Journey Project Manager, Customer Success

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

The Customer Journey Project Manager will partner with Rockwell Automation product managers to build our customers' ideal post-purchase experience. Through your leadership, influence, and hands-on engagement, you will build and activate consistent, predictable, and scalable customer experiences, optimized for onboarding, value realization, expansion, and renewal. You play a strategic role, leveraging our latest Customer Success people and platform capabilities to enable best-in-class post-purchase customer experiences.

Job Description: Customer Journey Project Manager

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.

About the Role:

Do you like to think outside the box? Lead and learn simultaneously? Do you thrive on improving the employee and customer experience? Do you build relationships that foster collaboration and fresh ideas, that can help accelerate customer time-to-value? Customer Success is an organization at Rockwell Automation that enables our customers to realize value through the effective adoption of our software and services, supporting expanded sales, and seamless renewals.

The Customer Journey Project Manager will partner with Rockwell Automation product managers to build our customers' ideal post-purchase experience. Through your leadership, influence, and hands-on engagement, you will build and activate consistent, predictable, and scalable customer experiences, optimized for onboarding, value realization, expansion, and renewal. You play a strategic role, leveraging our latest Customer Success people and platform capabilities to enable best-in-class post-purchase customer experiences.

Responsibilities:

• Amplify the Voice of the Customer within Rockwell Automation, representing the customers' technical interests, generating insights, removing obstacles, and influencing product development roadmaps.
• Drive operational excellence through effective project management
• Identify, document, implement and refine customer adoption best practices
• Partner with cross-functional teams to develop and execute adoption strategies that create successful customers and increase expansion and renewal sales
• Determine the timing and content of Customer Success Manager touchpoints along the customer journey, to drive optimal adoption and net promoter scores (NPS)
• Partner with the Success Plan Developer to deploy customer engagement playbooks in the following areas: Onboarding, Risk Management, Expansion, and Renewal
• Working with Product Management and Marketing teams, coordinate email nurture campaigns with customer lifecycle milestones
• Partner closely with IT on systems implementation and evolution
• Working with Customer Success Operations, develop Gainsight requirements for journey activation
• Support design and mapping of user stories
• Collaborate with the UX design team to develop data-driven customer stories, ongoing examination of the customer experience, including how we can improve value realization and ease of doing business.

Basic Qualifications

• Bachelor's 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

• Proficient in leading the development of journey maps, experience maps, and service blueprints
• Has worked with offerings in different stages of customer journey maturity from those starting with mapping, piloting customer journey improvements, rolling out customer journeys globally, to scaling and expanding the number of channels incorporated into customer journeys
• Has experience with marketing automation tools, journey builder tools and other tools that help Customer Experience teams visualize customer journeys, optimize, and deliver real-time, integrated, personalized, and scalable customer experiences
• Leading and performing research efforts to develop a clear and comprehensive view of the customer experience, at scale, across the Rockwell Automation and Channel Partner organization
• Identify process and customer experience improvement opportunities, and present recommendations to Customer Experience team to ensure that priorities align to voice of customer and research insights
• Collaborate with stakeholders across the organization to identify and prioritize customer research needs, and to provide actionable insights to help the organization solve problems and drive customer value.
• Persona development, qualitative and quantitative data analysis, development of business cases, and establishing the tracking of results and outcomes

"This position is part of a job family. Experience will be the determining factor for position level and compensation".

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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.