Client Success Manager

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 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!

About the Job

As a Client Success Manager (CSM) at OTTO By Rockwell Automation, you will be responsible for nurturing client relationships and helping our clients realize value through rapid adoption and ongoing use of our solution. You will act as the relationship leaders that secure long-term relationships, drive adoption of OTTO solutions, team up with Account Executives to upsell new products and services, drive customer relationships and loyalty, and are highly motivated to provide our clients with the absolute best in service and support. You will report to Team Lead, Client Success Management. You will work Hybrid in Kitchener, ON.

Your responsibilities:

• Help customers to realize and maximize the full value of their in-production systems.
• Accountable for maintaining a stable of client relationships.
• Captures opportunities to increase profitable revenue growth within existing OTTO by Rockwell Automation sites through increasing demand for existing services or by introducing new services in partnership with Account Executives.
• Meets with customers regularly to review support and system performance that demonstrates health, production, and value of system; own support renewals for assigned accounts.
• Works with internal teams to drive customer satisfaction (serves as a voice of the customer within the organization).
• Lead onboarding for new support customers (transition from project teams to support team); identifies and provides (or sets up) customer training.
• Identifies changes that the customer has made to their system and coordinates updating the support team.
• Work with our internal teams to ensure alignment and provide a cohesive experience. When necessary, you will act as the point of support account escalation to help drive resolution to high impact or long-term customer issues.
• Your metrics: Adoption Rate, Customer Lifetime Value, Net Promoter Score, Churn Rate, and CSAT.

The Essentials - You Will Have:

• Bachelor's Degree in Relevant Field.
• Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• Ability to travel for business; 20 - 25 % travel commitment over the year (travel mostly contained to Canada and USA).

The Preferred - You Might Also Have:

• 2+ Years of related experience.
• Experience in Project Management, Technical Support leadership, Technical Consultant, or Customer Success experience.
• Exceptional planning and organizing skills.
• Team player with innovative ideas to inspire customer loyalty and adoption.
• Proven selling, influencing, persuasion.

What We Offer:

• Health Insurance including Medical and Dental.
• Health Care Spending Account (HCSA - dependent on the plan chosen).
• Employee Assistance Program (EAP).
• Retirement plans.
• Paid Time off.
• Volunteering Time off.
• Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP).
• Employer Paid DC Pension.
• Maternity and Parental Leave Top-Up.
• Fitness Reimbursement Program.
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

This position is part of a job family. Experience will be the determining factor for position level and compensation.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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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 (519) 618-4899.

Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.