The Sr Mgr, Software Customer Success will lead a team of Software Customer Success Managers (CSMs) to ensure customers achieve their business outcome with Rockwell Automation's software subscriptions. Responsible for ensuring effective technology and services adoption that leads to high renewal rates and expansion of annuity based contracts and subscriptions.
Leads a team responsible for Adoption, Expansion and Renewal of software subscriptions.
Translates Global strategy for Customer Success Organization into area of responsibility to ensure customers achieve their business outcomes within area of responsibility
Responsible for understanding customer data and insights and ensuring that it is packaged to provide Customer specific value proposition
Lead work with the Software Business Unit to define telemetry required to improve customer insights
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
Interact with executives and customers.
Strong team leader/contributor, comfortable in leading cross functional and multi-cultural teams.
High energy, driven and enthusiastic about opportunities to establish and implement new approaches.
Collaborates well at all levels in the organization.
Factors of Complexity
Manage a regional team successfully
Conceive, develop and mainstream a new regional organization
Manage multiple streams of work in parallel to achieve objectives
Proven experience working in complex environments; and managing conflicting demands and expectations
Key Performance Metrics
Annuity revenue growth
Contract renewal and expansion rates
Customer Engagement/SAT scores/User Experience/Customer Health
Price realization - Margin on contracts
EOE, M/F/Disable, Vet #LI-MW2
Internal Number: 2667263
About Rockwell Automation
When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.
You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth – and career opportunities.
As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.