Enterprise Customer Success Team 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

• Leads a team of Enterprise Customer Success Managers responsible for Adoption, Expansion and Renewal of global contracts and subscriptions.
• Responsible for the management of all assigned contracts & SW subscriptions within area of responsibility.
• Responsible for the management and Annual Recurring Revenue Target associated to all of his/her assigned contracts and software subscriptions within portfolio of site-based accounts.
• Responsible for using data and workflow information from Customer Success Platform (Gainsight) to execute Onboarding, Adopt, Expand and Renewal motions relevant to each account in portfolio.
• Responsible for driving revenue through managed service contracts (including renewals and upsells) within their accounts, as well as, their team's accounts.
• Responsible for understanding customer data and insights and ensuring that they are translated to value delivered to customer and properly communicated (to customer) on a periodic basis.
• Contributes ideas to improve overall operational effectiveness of our organization.
• Effectively manage team resources within annual operating plan, monthly forecast and approved expense budgets.
• Provide feedback to the portfolio team to ensure customer feedback is built into service offerings.
• Communicates with services delivery teams to help ensure an optimal customer experience.
• Provide guidance and direction to the sales and other support resources under his/her responsibility to ensure that their responsibilities and duties are performed as needed.
• Ensure adequate reporting and ensure proper adoption of relevant tools used and introduced by the business to give appropriate visibility & drive strategies.
• Develop, coach and monitor personnel with the Enterprise customer success team, using the appropriate performance management and development tools to assure employee success.
• Drive performance driven culture by setting smart goals, track performance regularly, give open & honest feedback and provide relevant reward & recognition.
• Ensure that all employees understand and adhere to the duties and responsibilities as defined in their respective job descriptions.

The Essentials - You Will Have:

• 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.
• Ability to travel 10% of the time

The Preferred - You Might Also Have:

• Bachelor's degree in Business Administration, engineering or related fields.
• 8+ years of work experience and experience in working with customers in a commercial and/or technical capacity.
• Ability to work with cross functional teams.
• Experience with understanding customer buying behaviors & processes.
• Have knowledge on how services are organized and delivered - Collaborate with them on behalf of customers.
• Ability to motivate and work with others to make customers successful.
• Commercial acumen. Ability to collaborate and build trust with sales.
• Capable of developing, communicating and executing a services ARR strategy at a corporate level.
• Excellent presentation and communication skills (written and verbal) to various levels of customer's organization.
• Comprehending the needs and requirements of customers in order to bring strategic value to them. Promoting customer needs as the key driver for business goals and initiatives.

"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.