Software Sr. Customer Success Manager

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.

Key Responsibilities:

• 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