Technical Account Manager, Life Sciences

Role Overview

• Be a single point of contact for customer engagement and escalation within Rockwell Automation with assigned accounts with a high level of complexity.
• Establish a working relationship with assigned customer account, focused on transactional issue management considering customer objectives and roadmap.
• Ensure customer satisfaction by coordinating resources in Managed Service & Support, Development, Customer Success, Professional Services, Product Management, and Sales, and to rapidly address the action plan for assigned accounts.
• Identify renewal risk for premium services and communicates within the account team and to the Customer Success chain.
• Report the Support Services value delivered.
• Bring management visibility to the customer experience.
• Develop and maintain a prioritized "Issue List" and "Action Plan" to resolve a series of escalated issues.
• Hold regular (bi-weekly/monthly/quarterly) scheduled calls with assigned customer accounts to provide guidance and advice on forward-looking plans, and understand and provides a status of current technical issues.
• Educate and promote best practices for using RA/Plex Support Services based on assigned customer s unique experiences and challenges.
• Maintain an awareness of the customer's unique implementations and project milestones and provide that knowledge to other resources throughout RA/Plex.
• Report to senior management to provide insight into the current state of the customer relationship with assigned accounts.
• Follow escalation process where needed to drive the resolution of critical issues.

Requirements

• Bachelor's Degree
• Legal authorization to work in the U.S.
• The ability to travel 10% of the time.
• Successful track record in Relationship Management and Account Management.
• 5+ years of experience using or supporting Life Science customers.
• Knowledge of RA solutions
• Background in manufacturing
• Discuss on a technical level and understand complex software solutions
• Experience within Customer/Technical Support, Support Services, Global Services, or Professional Services (RA preferred, or previous experience as a Technical Account Manager or IT Consultant

Benefits

• 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.