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 thework 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 Specialist manages a focused portfolio of site-based accounts 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.
Key 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 Understands 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 Ensures on time renewal, working to key performance indicators as set by the Manager Supports the organizations revenue & profit growth strategies Understands the customers health scoring and identifying opportunities for upselling and cross-selling within existing customers Collaborates with sales, customer care and business unit on areas involving pricing, specification and product adaptations in order to maintain customer satisfaction Follows the identified DCRM processes in order to manage opportunities and win rates Requirements Bachelor Degree Minimum of 1-2 years customer success, renewals (ARR), and or inside-sales experience preferred Project management skills: manage simple project leading towards customer engagement Highly skilled at managing time between calls, troubleshooting follow ups, customer relationship management Ability to drive results and achieve stretched goals, order and revenue targets Ability to build collaborative relationships within sales as well as sales support to facilitate better customer experience Strong organizational, time-management skills Ability to forge strong customer relationships and insights over the phone Excellent communication and customer service skills Quickly reacts and responds to urgent customer needs, ensuring a timely and quality response Ability to gather and analyze data Forecast and Front log Management Excellent Dutch and very good German aside from fluent English Based in Barcelona Competencies and skills 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 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 Quickly reacts and responds to urgent customer needs, ensuring a timely and quality response Holistic Approach: thinking in terms of integrated, interconnected processes and systems, and how they affect each other Multi-tasking #LI-hybrid
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