Customer Success Manager

Rockwell Automation; Stony Stratford; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A global technology leader in the UK is seeking a Customer Success Manager to enhance customer experience by managing service agreements and ensuring successful implementation. This role requires strong customer engagement and negotiation skills, with an emphasis on data-driven decision-making. Candidates should have a relevant degree and at least 2 years of experience in a customer-facing role. The position allows for hybrid working arrangements, with a focus on collaboration and achieving results.

Benefits

Volunteer Paid Time off

Donation matching program

On-demand digital course library

Mindfulness programs

Employee Assistance Program

Personalized wellbeing programs

Qualifications

• 2+ years of experience in relevant field.
• Appropriate right to work permissions.
• Experience working with customers in a commercial capacity preferred.

Responsibilities

• Manage the use of service agreements to ensure customer success.
• Implement onboarding, adoption, expansion, and renewal motions.
• Translate customer data into value delivered via services.
• Lead negotiation conversations with clients.
• Collaborate with sales and delivery teams for customer experience.

Skills

Customer engagement

Communication

Negotiation

Data analysis

Team collaboration

Education

Relevant degree or diploma

Tools

Customer Success Platform (Gainsight)

Job description

Rockwell Automation is looking for the services of a Customer Success Manager. You will be the primary post-sale contact for customers. Use in-depth knowledge of client industry and business processes, knowledge of the product being sold and technical expertise to lead and increase adoption and use of service contracts. Ensure customers achieve specific our results, maximum value from service contracts and communicate value to partners. May recommend specific solutions to achieve customer's desired result. Hold 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. You will report to the Sub Regional Customer Success Manager Northern Region. You will work hybrid in Milton Keynes, UK or Copenhagen, Denmark.

Responsibilities

• Manage the Use of Service Agreements to ensure the efficient implementation and lead necessary support to support customer success and the renewal
• Use data and workflow information from Customer Success Platform (Gainsight) to implement Onboarding, Adoption, Expansion, and Renewal motions relevant to each account in portfolio
• Translate available customer data contained within Customer Success Platform and other sources into value delivered to customer by engaging Services contracts and software subscriptions
• Communicate value delivered to customer using QBR methodology and other means of communication/cadences
• Foster a cohesive team environment with Sales, Delivery and Distributor team members on behalf of customer. Collaborate with team members to provide an customer experience
• Genuine interest in making customers successful - Collaborates with others to reach that goal.
• Lead negotiation conversations with clients

Qualifications

• 2+ years experience in relevant field
• You have a relevant degree or diploma
• The appropriate right to work permissions to work in the country of the role concerned

Preferred

• 2+ years working with customers in a commercial capacity

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!

Benefits

• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program - Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation
• On-demand digital course library for professional development
• Comprehensive mindfulness programs with a premium membership to Calm
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program

... and other local benefits! 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.