Customer Success Manager - Cybersecurity

Rockwell Automation is a global technology leader focused on helping manufacturers be more productive, sustainable, and agile. The Customer Success Manager, Cybersecurity manages enterprise and site-based accounts associated with OT cybersecurity offerings, driving technology and services adoption, customer outcomes, renewals, and subscription expansion. The role uses customer success data, QBRs, cross-functional collaboration, and customer feedback to improve account value and experience.

Responsibilities:

• Responsible for the management and Annual Recurring Revenue Target and growth strategy associated to all cybersecurity contracts and software subscriptions within portfolio of assigned accounts
• Responsible for using data and workflow information from Customer Success Platform (Gainsight) to execute Onboarding, Adopt, Expand 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 in Services contracts and software subscriptions
• Communicates value delivered to participating sites on a periodic cadence using QBR methodology and other means of communication/cadences. Aggregates and delivers QBR at a corporate customer level
• Responsible for understanding customer data and insights to recommend changes or additions to existing contract and subscription scope that can improve the outcomes a customer can obtain. Use such recommendations to initiate Expand Motions in conjunction with Sales. Documents Motion effectiveness
• Foster a teaming environment with Sales, Delivery and Distributor team members on behalf of customer. Collaborate with team members to ensure an optimal customer experience
• Provide feedback to the portfolio team to ensure customer feedback is built into service offerings
• Collaborates with the business unit to provide insight to continuous improvement programs on customer experience

Requirements:

• Bachelor's Degree or Equivelant Years of Relevant Work Experience
• Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening
• Bachelor's degree in Business Administration, engineering or related fields
• Knowledge of cybersecurity product and service offerings within the OT space
• 5+ years of work experience and experience working with customers in a commercial and/or technical capacity
• Ability to work with cross functional teams
• Experience with understanding customer buying behaviors and processes
• Have knowledge on how services are organized and delivered – Collaborate with them on behalf of customers
• Ability to motivate and work with others to make customers successful
• Commercial skills
• Ability to collaborate and build trust with sales
• Develop, communicate, and execute a services ARR strategy at a corporate level
• Comprehend the needs of customers to bring strategic value to them
• Promoting customer needs as the key driver for business goals and initiatives