Customer Success Digital Adoption Lead

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

We are seeking a Customer Success Digital Adoption Lead to join our team. In this role, you will be responsible for leading the digital strategy to ensure our customers achieve their desired outcomes through the use of our products and services. You will work closely with cross-functional teams, including sales, marketing, product, and support, to ensure customer satisfaction and retention.

Key Responsibilities:

• Collaborate with Rockwell marketing teams to develop and execute a digital lifecycle marketing strategy to drive customer engagement, retention, and growth for existing contractual customers.
• Build digital programs to onboard new customers and guide them through the adoption of our digital products and services.
• Develop and maintain strong relationships with customers to understand their business needs and goals.
• Develop and maintain customer success metrics and KPIs to measure the effectiveness of our programs and identify areas for improvement.
• Work closely with sales and marketing teams to identify opportunities for upsell and cross-sell.
• Develop and maintain customer advocacy programs to drive customer loyalty and referrals.
• Stay up-to-date with the latest trends and best practices in digital customer success and incorporate them into our programs.
• Develop and manage digital marketing campaigns for contractual customers across all channels, including email, SMS, push notifications, in-app messaging, web and social media.
• Collaborate with product teams to develop customer-centric messaging and content that aligns with our overall brand and product strategy.

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

• Bachelor's degree in business, marketing, or a related field.
• 7+ years of experience in digital customer success or account management.
• Strong understanding of digital products and services.
• Excellent communication and interpersonal skills with the ability to build strong relationships with customers.
• Strong project management skills with the ability to manage multiple projects simultaneously.
• Experience with customer success metrics and KPIs.
• Experience managing and executing digital marketing campaigns across multiple channels, including email, SMS, push notifications, in-app messaging, and social media.
• Experience with marketing automation platforms and email service providers.
• Experience with CRM software and customer success tools.
• Strong analytical skills with the ability to use data to drive decision-making.
• Experience with customer advocacy programs is a plus.
• Technical writing capabilities are a plus.

Compensation range for this position is between $145,000 and $210,000.

"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.