Customer Success Specialist
Rockwell Automation
‎7 godz. temu

Job Description

The Customer Success Specialist lead manages a focused portfolio of site-based accounts and coordinates activities of other team members providing guidance and tasks to ensure that they achieve their business outcome with Rockwell Automation’s subscription and services contracts.

Responsible for ensuring effective technology and services adoption that leads to high renewal rates and expansion of annuity based contracts and subscriptions utilizing telephony, email and other remote media.

Responsibilities :

  • Uses data and workflow information from Customer Success Platform (Gainsight) to remotely execute Onboarding, Adoption, Expansion, and Renewal motions relevant to each account in portfolio
  • Understanding customer needs and requirements and provide first line support to customer enquiries in relation to our services, pricing and technical information to assist with the promotion and selection of a limited portfolio offering
  • Depending on global region provide budgetary quotations and service configurations
  • Ensure on time renewal, working to key performance indicators as set by the Manager
  • Supporting the organizations revenue & profit growth strategies
  • Understand the customers health scoring and identifying opportunities for upselling and cross-selling within existing customers
  • Collaborate with sales, customer care and business unit on areas involving pricing, specification and product adaptations in order to maintain customer satisfaction
  • Following the identified DCRM processes in order to manage opportunities and win rates
  • Supervising, managing and motivating assigned team members on a daily basis
  • Proactive approach to ensure smooth team operations and effective collaboration
  • Working with team members to reasonably solve conflicts quickly and effectively
  • Determines methods and procedures on new assignments and is coordinating activities of other team members representing other countries / Portfolio of customers
  • Requires excellent knowledge of own area of functional responsibility
  • Provides guidance to other employees; assigning tasks, checking work at frequent intervals, and maintaining schedules
  • Receives predetermined assignments subject to a moderate level of control and review
  • Requirements :

  • University degree
  • Skilled at managing time between calls, troubleshooting follow ups, customer relationship management and new customer outreach
  • Forecasting and Front log Analysis
  • Very good English skills and good German skills
  • Project management skills : manage simple project leading towards customer engagement
  • Experience with calling systems
  • Customer Success experience preferred
  • Communicates effectively with team and customer
  • Maintains a positive mindset when working with high stress commercial issues and moves beyond roadblocks
  • Embraces Rockwell culture of inclusion / diversity / engagement
  • Assertive
  • Future Vision : Visualizes what he / she and the company wants for the brand in the future
  • Self-confidence / Autonomy
  • Passion for the brand and the company he / she is endorsing
  • Networks effectively in a remote environment, builds collaborative relationships with sales and sales support to facilitate optimal customer experience
  • Accessible during public holidays for the represented country / region
  • Follows safety procedures and guidelines to protect themselves and others
  • Acceptance of RA policies
  • Pressure for the set target
  • Adapts to change (new technologies & tool, etc.)
  • Ability to work independently and as part of a team
  • Willing to take calculated risks
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