The Customer Experience Manager (CEM) serves as the primary Rockwell Automation (RA) contact for a Connected Enterprise (CE) Customer Engagement after a CE agreement has been signed. Customer Loyalty is critical for the company's long-term success, and improvement is a board-level goal. This is achieved by providing outstanding customer experiences. This position has a key role in driving the health, retention, and growth of RA CE clients.
The CEM monitors the health of assigned accounts and drives a set of actions to help ensure client success, expand the client relationship, and ensure client goals are achieved. The CEM is responsible for ensuring the satisfaction of CE clients – measured by the number of positive client success stories (press releases, case studies and references) and the growth of assigned accounts to Rockwell Automation. This role works daily with employees worldwide in all business units, all functions, and all levels of the company to measure customer experiences and drive sustained improvements in Customer Loyalty.
The successful candidate should be a self-starter and bring both initiative and ownership to the role to drive both customer references and additional revenue, each CEM will work with a set number of strategic RA CE clients across the entire portfolio.
Develop account strategies in accordance with overall RA CE strategy.
Builds and sustains relationships with stakeholders and decision makers, including senior decision makers, in assigned accounts. Becomes a trusted advisor.
Works with the client to build a mutually agreed 'Success Plan' with performance objectives and critical milestones
Conduct Executive Business Reviews to understand current deployments, business relationship and general issues. This should also provide an opportunity to demonstrate the wider RA value proposition and future roadmap.
Facilitate the involvement of wider RA resources (Solutions, Services, Software and Management), to ensure client success and meet account performance objectives / customers' expectations.
Work with clients to build advocacy, this to include public promotion and external media engagement wherever possible and coordinate with Marketing to generate relevant Press Releases, Webinars and Case Studies.
Drive Business Development activities to ensure Clients are fully engaged, aware of the solution capability and continually active with RA to maximize the relationship.
Drives attendance to RA events and promotional activities, driving positive client promotion for RA.
Encourages participation in global and regional user events; leverages online and in person customer events to share leading best practices.
Key Success Criteria:
Achieve CE Goal Targets for North America.
Maintain high customer satisfaction and loyalty ratings.
Drive Customer References, Press Releases, Webinars & Case Study Generation.
EOE, M/F/Disabled, Vet #LI-AO1 #techjob
Internal Number: 2628946
About Rockwell Automation
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