Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
Why Fiix by Rockwell Automation?
Fiix by Rockwell Automation has a big goal – to create a more sustainable world. Our mission is to make every maintenance team successful by enabling the adoption of a CMMS and we're off to a great start. Teams that are part of the world's most well known brands manage their maintenance activities and achieve greater results with Fiix by Rockwell Automation. We're looking for big thinkers with small egos to join us on our journey to create a more sustainable world.
We're looking for a Customer Success Manager (CSM) to help us continue delivering on World Class customer retention, customer engagement and expansion growth. As a CSM your number one focus will be to guide product adoption across a strategic customer portfolio. You will identify expansion revenue and increase retention within your customer base. In this role, you will work in a remote environment and report to the Manager, Enterprise Customer Success.
What you do:- Manage a varied customer list (mid-market, enterprise or strategic accounts) - emphasis on enterprise accounts.
- Execute on the customer success framework to make customers successful.
- Retain and grow seat and site opportunities in your assigned portfolio.
- Deliver a consistent and delightful customer journey.
- Improve repeatable, predictable outcomes and experiences for Fiix's customer base.
- Identify customer needs and collaborate with marketing, services, support and product teams.
- Bachelor's Degree or Equivalent Years of Relevant Work Experience
- Legal authorization to work in Canada. We will not sponsor individuals for employment visa, now or in the future, for this job opening.
- 5+ years of experience in a customer success/account management role, managing and closing B2B expansion/cross-sell/up-sell cycles preferably in a SaaS software or technology environment.
- Experience retaining and expanding revenue with existing customers in a SaaS environment or technology solutions.
- Experience in customer-facing roles in a SaaS environment
- Understanding of the platform/product features and how it relates to client objectives and business operations.
- Ability to augment/customize the Customer Lifecycle with value add programs and processes tailored to customer needs.
- Experience working with cross-functional teams, such as sales and professional services.
- Proficiency in additional languages (French, Spanish, Portuguese)
- Familiarity with the Maintenance and Reliability industry.
What We Offer:
- 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 where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
This position is part of a job family. Experience will be the determining factor for position level and compensation.
At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
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We are an Equal Opportunity Employer including disability and veterans.
If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (519) 618-4899.
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What We Do
At Rockwell Automation, we connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more intelligent, more connected and more productive.
