Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Oversee a portfolio of site-specific accounts for an international client.

• Ensure clients achieve their business objectives through Rockwell Automation subscription and service agreements.

• Promote effective adoption of technology and services, along with the renewal and expansion of annuity-based contracts and subscriptions.

• Manage the target for Annual Recurring Revenue and the growth strategy for enterprise-account agreements and software subscriptions.

• Utilize data and workflow insights from the Customer Success Platform (Gainsight) to implement onboarding, adoption, expansion, and renewal initiatives.

• Convert customer data into tangible value through service contracts and software subscriptions.

• Periodically communicate the value delivered using QBR methodologies and compile aggregate QBRs at the corporate customer level.

• Suggest modifications or additions to contract and subscription scopes based on customer data and insights.

• Initiate expansion efforts in collaboration with Sales and document the effectiveness of these motions.

• Encourage teamwork with Sales, Delivery, and Distributor teams.

• Provide feedback to the portfolio team to integrate customer insights into service offerings.

⛳️ Requirements

• A Bachelor’s degree in Business Administration, engineering, or a related field, or equivalent relevant experience.

• Legal authorization to work in the U.S. (if applying for a position based in the USA).

• The employer will not sponsor individuals for employment visas, now or in the future, for this job opening.

• Candidates must be bilingual or possess the ability to communicate in English (both spoken and written).

• Experience in understanding customer purchasing behaviors and processes.

• Familiarity with how services are structured and delivered.

• Capability to collaborate effectively in a matrix environment.

• Commercial acumen and the ability to negotiate large, complex contracts with enterprise customers.

• Skill in developing, communicating, and implementing a services ARR strategy at a corporate level.

• Excellent written and verbal communication and presentation skills.

• Ability to comprehend customer requirements and provide strategic value.

• Capacity to manage multiple priorities.

• Over 8 years of experience in a commercial or sales role (preferred).

• Experience in increasing annual recurring revenue (preferred).

• Familiarity with Gainsight and PowerBI (preferred).

• Experience working within a matrix organization (preferred).

• Work history in the manufacturing or automation sector (preferred).

• Baccalauréat or equivalent years of experience.

🏝️ Benefits

• Health Insurance including Medical and Dental.

• Health Care Spending Account (HCSA – dependent on the plan chosen).

• Employee Assistance Program (EAP).

• Retirement plans.

• Paid Time Off.

• Volunteering Time Off.

• Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP).

• Employer Paid DC Pension.

• Maternity and Parental Leave Top-Up.

• Fitness Reimbursement Program.

• Flexible Work Schedule, allowing you to coordinate with your manager for a work schedule that accommodates your personal life.

• Assurance maladie et dentaire.

• Compte de gestion-santé (selon le régime choisi).

• Programme d'aide aux employés (PAE).

• Régimes de retraite.

• Congés payés.

• Congés rémunérés pour bénévolat.

• Régime d'épargne avec contribution de l'employeur (incluant REER, CELI et RPAP).

• Régime de pension à cotisations déterminées payé par l'employeur.

• Programme de remboursement pour la mise en forme.