ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- Customer Success Manager driving software adoption and customer value for Rockwell Automation. Helping high-value strategic customers achieve measurable outcomes from software and services in Australia.
Responsibilities
- Ensure successful adoption of purchased software, services, and solutions, driving utilisation and customer value.
- Use data and insights from the Customer Success Platform (Gainsight) to implement lifecycle motions: Onboarding, Adoption, Expansion and Renewal.
- Translate customer data into applicable insights and promote the value realised from software and service engagements.
- Conduct periodic value reviews (EBRs) and maintain communication to strengthen alignment and demonstrate outcomes.
- Travels to cover assigned customers
- Oversee the retention and renewal strategy for assigned accounts.
- Identify and close expansion opportunities using an outcome-based selling approach and collaborate with Sales and Account Management to close additional revenue
- Engage customers to mitigate risk, strengthen relationships, and maximise lifetime value.
- Foster internal alignment by collaborating with Sales, Delivery, and Distributor teams to deliver a seamless customer experience.
- Represent the voice of the customer internally and contribute to continuous improvement of customer engagement processes.
- Provide recommendations to enhance the customer journey and drive operational excellence.
Requirements
- Bachelor's Degree in Business, IT, Engineering, or a related field.
- 5+ years' experience in Customer Success, Sales, or Account Management.
- Experience in industrial production environments or delivering solution-based outcomes.
- Strong customer-first mindset with a passion for helping customers succeed.
- Comprehend needs and requirements of customers to bring strategic value to them
- Ability to lead value-driven conversations with senior stakeholders and navigate commercial discussions
Benefits
- Comprehensive mindfulness programs with a premium membership to Calm
- Volunteer Paid Time off available after 6 months of employment for eligible employees
- Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
- Employee Assistance Program
- Personalized wellbeing programs through our OnTrack program
- On-demand digital course library for professional development
- ... and other local benefits!
Job title
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