Software Sr Customer Success Manager

1 settimana fa

Milano, Lombardia, Italia Confidenziale A tempo pieno

Job DescriptionThe Software Customer Success Manager manages named customers to ensure that they achieve their business outcome with Rockwell Automations 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 ResponsibilitiesManages the Adoption of purchased Software to ensure the efficient implementation and drives necessary support to support customer success and ultimately the renewalUses data and workflow information from Customer Success Platform (Gainsight) to execute Onboarding, Adoption, Expansion, and Renewal motions relevant to each account in portfolioTranslates available customer data contained within Customer Success Platform and other sources into value delivered to customer by engaging Services contracts and software subscriptionsCommunicates value delivered to customer on a periodic cadence using QBR methodology and other means of communication/cadencesFoster a cohesive team environment with Sales, Delivery and Distributor team members on behalf of customer.

Collaborate with team members to ensure an optimal customer experienceSkills, Knowledge, Experience and Education 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 ata corporate level.
Excellent presentation and communication skills (written and verbal) to various levels of customers 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.
Self-starter with strong collaboration skillsCapability of Managing Multiple Priorities.
Ability to work with cross functional teamsEducation and ExperienceBachelors degree in Business Administration, engineering or related fields.
At least 8 years of work experience and experience in working with customers in a commercial and/or technical capacity.
Temperament Ability to interact with different levels from customer organizations.
Strong team leader/contributor.
High energy, driven and enthusiastic about opportunities to establish and implement new approaches. Ability to collaborate at different levels within the organization.
Factors of Complexity Ability to manage multiple streams of work in parallel to achieve objectives.
Ability to work in complex environments; and managing different customer work styles.
Ability to balance Customer Expectations with Profitability requirements.
Accepts Role Requirements Responsible for effectively influencing a multi-disciplinary team of people on behalf of customers within assigned portfolio.
Responsible for developing, communicating and executing a services and software subscription ARR strategy within corporate/strategic account across geographic boundaries.

Key Performance MetricsAnnuity revenue growthContract renewal and expansion ratesCustomer Engagement/SAT scores/User Experience/Customer HealthPrice realization Margin on contractsJob ID:

R21-4385Employment Type:

Full_timeJob Area:

PROFESSIONAL SERVICES

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