Management and Annual Recurring Revenue (ARR) target associated to all contracts and software subscriptions within portfolio of multi-site based accounts across countries/regions.
Uses data and workflow information from Customer Success Platform (Gainsight) to execute Onboarding, Adoption, Expansion, 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 Services contracts and software subscriptions
Communicates value delivered to customer on a periodic cadence using QBR methodology and other means of communication/cadences
Demonstrated growth within existing account for both AAR and general RA business
Consistently achieves contract retention goal
Consistently achieves contract expansion goal
Responsible for understanding customer data and industry/application-specific insights to recommend changes or additions to existing contract and subscription scope that can improve the outcomes a customer can obtain. Use such recommends to initiate an Expand Motion in conjunction with Sales.
Guides customers through complex journeys involving not only services contracts but IoT subscriptions, IaaS, etc.
Foster a cohesive team 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
Takes ownership in overall development including technical, commercial and personal by having a documented 70-20-10 plan
High level of EQ. Sensitive to politics within RA and Customer. Leads efforts effectively in a difficult/politically charged environment
Cultural awareness/sensitivity in dealings across regions/geographies.
High level of resiliency/tenacity
Factors of Complexity
Draws upon industry expertise, financial knowledge of the customer (and similar customers) and other inputs to partner with Account Manager to craft services strategy within the account
Firm understanding of how decisions impact profitability results for RA and financial/operational benefits for Customer.
Effectively lays our parameters for internal approval of complex renewal proposals
Accepts Role Requirements
Travels as required to cover assigned Region/Sub-region
Responsible for effectively influencing a multi-disciplinary/multi region team of people on behalf of customers within assigned portfolio
High level of responsiveness to customer issues when they arise
Accountability for results at high profile customers
Key Performance Metrics
Annuity revenue growth
Contract renewal and expansion rates
Customer Engagement/SAT scores/User Experience/Customer Health
Price realization - Margin on contracts
Internal Number: 2667907
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