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:

Key Responsibilities:

• Responsible for managing the Annual Recurring Revenue (ARR) target associated with all contracts and software subscriptions within the portfolio of site-based accounts.
• Responsible for using data and workflow information from the Customer Success Platform (Gainsight) to execute Onboarding, Adopt, Expand, and Renewal motions relevant to each account in the portfolio.
• Translates available customer data contained within the Customer Success Platform and other sources into value delivered to customers by engaging in Services contracts and software subscriptions.
• Communicates the value delivered to customers on a regular cadence using Executive Business Review (EBR) methodology and other communication formats.
• Responsible for understanding customer data and insights to recommend changes or additions to the existing contract and subscription scope that can improve customer outcomes. Uses such recommendations to initiate an Expand Motion in conjunction with Sales/Business Development Leads.
• Fosters a team-based environment with Sales, Delivery, and Distributor team members on behalf of customers. Collaborates with team members to ensure an optimal customer experience.
• Provides feedback to the portfolio team to ensure customer insights are incorporated into service offerings.

Skills, Knowledge, Experience, and Education

• Experience understanding customer buying behaviors and processes.
• Deep understanding of Services offerings and the value they deliver to customers, with the ability to clearly articulate this value.
• Exposure to and understanding of TSIA’s Customer Success LAER model and how to implement it within the Rockwell Services environment.
• Knowledge of how services are organized and delivered, and the ability to collaborate with service teams on behalf of customers.
• Ability to motivate and work with others to drive customer success.
• Strong commercial acumen, with the ability to collaborate and build trust with Sales and Business Development.
• Excellent presentation and communication skills (written and verbal) across various levels of the customer organization.
• Ability to understand customer needs and requirements to deliver strategic value, advocating for customer needs as a key driver for business goals and initiatives.
• Self-starter with strong collaboration skills.
• Ability to manage multiple priorities, balancing strategic objectives with daily tactical challenges.
• Ability to work effectively with cross-functional teams.
• Fluent in English.

Temperament

• Ability to interact with different levels of customer organizations.
• Strong team leader and contributor.
• High energy, driven, and enthusiastic about opportunities to develop and implement new approaches.
• Ability to collaborate at different levels within the organization.

Factors of Complexity

• Ability to manage multiple parallel workstreams to achieve objectives.
• Ability to work in complex environments and manage different customer work styles.
• Ability to balance customer expectations with profitability requirements.

Accepts Role Requirements

• Responsible for effectively influencing a multidisciplinary team on behalf of customers within the assigned portfolio.

Key Performance Metrics

• Annual Recurring Revenue (ARR) growth.
• Contract adoption, on-time renewal, and expansion rates.
• Customer Engagement/SAT scores/User Experience/Customer Health.
• Price realization – contract margins.

The Essentials – You Will Have:

• Four-year bachelor’s degree.
• Legal authorization to work in Brazil is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• Ability to travel internationally and nationally up to 30%.

The Preferred – You Might Also Have:

• Bachelor’s degree in Business Administration, Engineering, or related fields.
• 4–5 years of work experience, including experience working with customers in a commercial and/or technical capacity.

Modality: Hybrid

You will report to: REGIONAL CUSTOMER SUCCESS MANAGER

What We Offer

Our benefits package includes …

• Comprehensive mindfulness programs with a premium membership to Calm.
• 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.
• Employee Assistance Program.
• Personalized wellbeing programs through our On Track program
• On-demand digital course library for professional development... 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.

We believe that employee diversity is an important element of our common future. We provide opportunities for talent growth with the entire organization. We support equality by celebrating the individuality of every person, regardless of their origin and identity. We appreciate the unique cultural pattern and variety of experiences in each of us. We invite all who want to join and change the world of Our organization.