Customer Success Manager

il y a 6 jours

Paris, France Rockwell Automation Temps plein

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**:
Rockwell Automation in France is currently seeking the services of a highly competent Customer Success Manager. The incumbent will serve as the primary post-sale point of contact for clients/customers. Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of service contracts. Ensures customers achieve specific business results, maximum value from service contracts and communicate value to key stakeholders. May recommend specific solutions to achieve customer’s desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related services; accountable for client renewal and retention results.

**Responsibilities**:

- Manages large accounts
- Leads customer through complex journeys involving not only services contracts but IoT/IaaS subscriptions
- Management and Annual Recurring Revenue (ARR) target associated to all contracts and software subscriptions within portfolio of site-based accounts
- Uses data and workflow information from Customer Success Platform (Gainsight) to execute Onboarding, Adoption, Expansion, and Renewal motions relevant to each account in portfolio
- Translates available customer data contained within Customer Success Platform and other sources into value delivered to customer by engaging Services contracts and software subscriptions
- Communicates value delivered to customer on a periodic cadence using QBR methodology and other means of communication/ cadences
- Demonstrated growth within existing account for both annual recurring revenue and general Rockwell business
- Consistently achieves contract retention goal
- Responsible for understanding customer data and insights to recommend changes or additions to existing contract and subscription scope that can improve the outcomes a customer can obtain. Use such recommends to initiate an Expand Motion in conjunction with Sales
- Foster a cohesive team environment with Sales, Delivery and Distributor team members on behalf of customer. Collaborate cross -functionally and with team members to ensure an optimal customer experience
- Provide feedback to the portfolio team to ensure customer feedback is built into service offerings
- Takes ownership in overall development including technical, commercial and personal by having a documented plan

**Requirements**:

- At least 2 years experience in relevant field

LI-RR1

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