Customer Success Manager - Cybersecurity

Rockwell Automation; Madison (WI); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health Insurance including Medical,  D

401k

Paid Time off

Parental and Caregiver Leave

Flexible Work Schedule

Job summary

Rockwell Automation is seeking a Customer Success Manager for Cybersecurity to oversee enterprise and site-based accounts, ensuring adoption of OT cybersecurity offerings and high renewal rates. This remote role reports to the Software Customer Success Leader and requires travel up to 20%.

You will use Gainsight data to drive onboarding, adoption, expansion and renewal motions, and collaborate with Sales, Delivery, and Distributor teams to deliver exceptional value and outcomes for customers.

Qualifications

• Bachelor's Degree or equivalent years of relevant work experience.
• Legal authorization to work in the US is required; sponsorship will not be provided.
• Ability to travel 20% of the time.

Responsibilities

• Manage the Annual Recurring Revenue target and growth strategy for cybersecurity contracts and software subscriptions.
• Use data from the Customer Success Platform to execute Onboarding, Adopt, Expand and Renewal motions.
• Translate customer data into value and engage in services contracts and software subscriptions.
• Communicate value delivered on a periodic cadence using QBR methodology.
• Identify opportunities to expand contract scope and coordinate with Sales on Expand Motions.
• Collaborate with Sales, Delivery and Distributor teams to optimize the customer experience.
• Provide feedback to the portfolio team to improve service offerings.
• Work with the business unit on continuous improvement of customer experience.

Skills

Customer success management

Account management

Cross-functional collaboration

Data-driven decision making

QBR and communications

Education

Bachelor's Degree or Equivalent

Tools

Gainsight

Job description

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!

Job Description

The Customer Success Manager, Cybersecurity manages a portfolio of enterprise and site-based accounts associated to Rockwell's OT cybersecurity offerings to ensure that customers achieve their business outcomes with Rockwell Automation's subscription and services contracts. You will be responsible for ensuring effective technology and services adoption that leads to high renewal rates and expansion of annuity-based contracts and subscriptions. You will report to the Software Customer Success Leader. This is a remote role.

Your Responsibilities

• Responsible for the management and Annual Recurring Revenue Target and growth strategy associated to all cybersecurity contracts and software subscriptions within portfolio of assigned accounts.
• Responsible for using data and workflow information from Customer Success Platform (Gainsight) to execute Onboarding, Adopt, Expand and Renewal motions relevant to each account in portfolio.
• Translates available customer data contained within Customer Success Platform and other sources into value delivered to customer by engaging in Services contracts and software subscriptions.
• Communicates value delivered to participating sites on a periodic cadence using QBR methodology and other means of communication/cadences. Aggregates and delivers QBR at a corporate customer level.
• Responsible for understanding customer data and insights to recommend changes or additions to existing contract and subscription scope that can improve the outcomes a customer can obtain. Use such recommendations to initiate Expand Motions in conjunction with Sales. Documents Motion effectiveness.
• Foster a teaming environment with Sales, Delivery and Distributor team members on behalf of customer. Collaborate with team members to ensure an optimal customer experience.
• Provide feedback to the portfolio team to ensure customer feedback is built into service offerings.
• Collaborates with the business unit to provide insight to continuous improvement programs on customer experience.

The Essentials - You Will Have

• Bachelor's Degree or Equivelant Years of Relevant Work Experience
• Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• Ability to travel 20% of the time

The Preferred - You Might Also Have

• Bachelor's degree in Business Administration, engineering or related fields.
• Knowledge of cybersecurity product and service offerings within the OT space.
• 5+ years of work experience and experience working with customers in a commercial and/or technical capacity.
• Ability to work with cross functional teams.
• Experience with understanding customer buying behaviors and 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 skills. Ability to collaborate and build trust with sales.
• Develop, communicate, and execute a services ARR strategy at a corporate level.
• Comprehend the needs of customers to bring strategic value to them. Promoting customer needs as the key driver for business goals and initiatives.

What We Offer

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
• To learn more about our benefits package, please visit at www.raquickfind.com.

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 person for this or other roles.This position is part of a job family. Experience will be the determining factor for position level and compensation.

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 .