长沙招聘

Job Title: Software Customer Success Manager

Work Location: Shanghai

Reports to: Manager of Software Customer Success

Role Purpose

The Software Customer Success Manager manages to ensure that they achieve their business outcome with Rockwell Automation’s software subscriptions. Responsible for ensuring effective technology and services adoption that leads to high renewal rates and expansion of annuity based contracts and subscriptions.

Key Responsibilities

? Manages the Adoption of purchased Software to ensure the efficient implementation and drives necessary support to support customer success and ultimately the renewal

? Uses data and workflow information from Customer Success Platform (Gainsight) to execute Onboarding, Adoption, Expansion, 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 Services contracts and software subscriptions

? Communicates value delivered to customer on a periodic cadence 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 ensure an optimal customer experience

Skills, Knowledge, Experience and Education

? 5+ years working with customers in a software customer success capacity

? Genuine interest in making customers successful – Collaborates with others to reach that goal.

? Leads negotiation conversations with executives

Temperament

? Maintains a positive mindset when working in high stress commercial issues

? Level headed demeanor when facing internal/operational obstacles

Factors of Complexity

? Proven written and verbal communication and presentation skills to all levels of the organization up to the Executive level delivering a coherent message about our value proposition

? Comprehending needs and requirements of customers in order to bring strategic value to them

? Promoting customer needs as the key driver for business goals and initiatives

? Manage multiple streams of work in parallel to achieve objectives

? Works in complex environments; manages different customer work styles

Accepts Role Requirements

? Travels as required to cover assigned customer

? Responsible for effectively influencing a multi-disciplinary team of people on behalf of customers within assigned portfolio

? High level of responsiveness to customer issues when they arise

Key Performance Metrics

? Annuity revenue growth

? Contract renewal and expansion rates

? Customer Engagement/SAT scores/User Experience/Customer Health

Key Stakeholder Relationships

Sales Account Managers, Services Delivery/Ops, Analytics Team, Channels sales, Distributor Sales

　　罗克韦尔自动化(NYSE:ROK)是全球领先的专门从事工业自动化与信息技术领域的企业之一，致力于帮助其客户提高生产力并推动世界实现可持续发展。罗克韦尔自动化公司总部位于威斯康星州密尔沃基，员工总数约为 23,000人，客户遍布全球80多个国家/地区。
　　1988年罗克韦尔自动化进入中国，在国内有2000多名雇员，并设有五个培训中心，一个研发中心，一个软件开发中心，三个OEM中心，两个生产基地。
　　罗克韦尔自动化集成控制和信息平台是制造业实现智能、安全和可持续生产的的基础。它帮助制造业利用互联企业实现未来智能制造愿景，提高决策水平和国际竞争力。
　　“罗克韦尔自动化与中国大学共勉”项目开始于1998年，和国内70多所高校合作建立联合实验室，累计捐赠2.56亿人民币的设备、奖学和奖教金。该项目在持续不断地进行中。