Customer Success Manager Jobs Work from Home Online Vacancy for Fresher Apply Now

Job Responsibilities : Customer Success Manager

Salary : 14 per hour

Company : Demo – Rockwell Automation

Location : Remote

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.

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