Job Description

The Customer Success Operations leader will serve as an advisor to the Global Customer Success leadership team to help address and solve the most important strategic and operational issues facing the customer success organization. This role will also be responsible for leading, executing and scaling operational and planning processes (e.g. GTM strategy execution, customer segmentation approach, productivity improvements, operational enhancements, etc) while also helping to drive the ongoing success of the business.

• Operational excellence: Develop and execute a plan to optimize processes for the customer success organization, such as: target setting, account segmentation and assignment, reports and dashboard development, digital strategy execution, QBR & MBR support
• Process improvements: Gather requirements and lead changes to our processes and customer success technology that result in improvements in customer success productivity or efficiency
• CS Strategy: Develop and Execute recommendations on a variety of decision-making projects that will shape the Rockwell Automation CS go-to-market model.
• Strategic Planning: Act like an owner in driving strategic planning processes through data-driven recommendations (e.g., customer segmentation, productivity improvements, etc)
• Business performance & insights: Improve the customer success organization's capability and effectiveness by delivering executive visibility into business performance, providing insights and ensuring our teams are optimizing how they deliver customer value
• Process improvements: Gather requirements and lead changes to our processes and customer success technology that result in improvements in customer success productivity or efficiency
• Stakeholder management: Establish strong working relationships with peers in other Sales Operations teams and cross functional partners (Business Operations, Sales Leadership, HR, Finance, Systems Teams, and Services leadership) to achieve objectives.

Skills, Knowledge, Experience and Education

• Extensive experience in the Customer Success and Renewals discipline
• Ability to analyze and manipulate data
• Deep knowledge on financial measurements and metrics
• Strong executive presence and ability to win over key stakeholders
• Excellent presentation and communication skills (written and verbal) to various levels of the organization
• Self-starter with strong leadership skills
• Experience meeting demanding deadlines and changing priorities
• Strong operational background and a track-record of making data driven decisions
• Able to move seamlessly from big picture thinking to operational tactics
• Ability to build strong partnerships and collaborate with stakeholders
• Experience using and developing reports, metrics and dashboards with salesforce.com, Dynamics365 or other relevant sales metric tools and programs
• Ability to effectively solve complex problems from high priority strategic initiatives

Basic Qualifications:

• Bachelor's degree
• Approximately 30% Travel Required
• 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.

Preferred Qualifications

• At least 8 years of work experience and experience with recurring revenue process

Temperament

• Ability to collaborate with cross functional leaders within Rockwell and customer contacts
• Strong team leader/contributor
• High energy, driven and enthusiastic about opportunities to establish and implement new approaches
• Ability to collaborate at different levels within the organization

Factors of Complexity

• Ability to manage multiple streams of work in parallel to achieve objectives
• Ability to work in complex environments; and managing conflicting demands and expectations
• Ability to balance Customer Expectations with Profitability requirements.

Key Performance Metrics

• Gross and Net Retention Rates
• Revenue growth
• Contract renewal rates
• Successful optimization of CS organization resulting in an improved cost to serve

*We offer a Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can flex with your personal life.

**For the right candidate, this position could be worked remotely from any location in the US

"This position is part of a job family. Experience will be the determining factor for position level and compensation".

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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 (844) 404-7247.