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Key Responsibilities:

• Responsible for the management and Annual Recurring Revenue Target (ARR) associated to all contracts and software subscriptions within portfolio of site-based 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 customer on a periodic cadence using Executive Business Review (EBR) methodology and other means of communication/cadences.
• 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 an Expand Motion in conjunction with Sales/Business Development Leads.
• 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.

Skills, Knowledge, Experience and Education

• Experience with understanding customer buying behaviors & processes.
• Deep understanding of Services offerings and value they deliver to customers, and the ability to state as such.
• Exposure and understanding of TSIA’s Customer Success LAER model, and how to implement in the Rockwell Services environment.
• 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 acumen. Ability to collaborate and build trust with Sales/Business Development.
• Excellent presentation and communication skills (written and verbal) to various levels of customer’s organization.
• Comprehension of the needs and requirements of customers to bring strategic value to them. Promoting customer needs as the key driver for business goals and initiatives.
• Self-starter with strong collaboration skills.
• Capability of managing multiple priorities, between strategic objectives and daily tactical challenges.
• Ability to work with cross functional teams

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 – Margin on contracts.