Rockwell Automation

Technical Account Manager

Rockwell Automation

full-time

Posted on:

Location Type: Hybrid

Location: Mayfield Heights • Ohio • Wisconsin • United States

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Be a single point of contact for customer engagement and escalation within Rockwell Automation with assigned accounts with a high level of complexity.
  • Establish a working relationship with assigned customer account, focused on transactional issue management considering customer objectives and roadmap.
  • Ensure customer satisfaction by coordinating resources in Managed Service & Support, Development, Customer Success, Professional Services, Product Management, and Sales, and to rapidly address the action plan for assigned accounts.
  • Identify renewal risk for premium services and communicates within the account team and to the Customer Success chain.
  • Report the Support Services value delivered.
  • Bring management visibility to the customer experience.
  • Develop and maintain a prioritized "Issue List" and "Action Plan" to resolve a series of escalated issues.
  • Hold regular (bi-weekly/monthly/quarterly) scheduled calls with assigned customer accounts to provide guidance and advice on forward-looking plans, and understand and provides a status of current technical issues.
  • Educate and promote best practices for using RA/Plex Support Services based on assigned customer s unique experiences and challenges.
  • Maintain an awareness of the customer's unique implementations and project milestones and provide that knowledge to other resources throughout RA/Plex.
  • Report to senior management to provide insight into the current state of the customer relationship with assigned accounts.
  • Follow escalation process where needed to drive the resolution of critical issues.

Requirements

  • Bachelor's Degree
  • Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
  • The ability to travel 10% of the time.
  • Successful track record in Relationship Management and Account Management.
  • 5+ years of experience using or supporting Life Science customers.
  • Knowledge of RA solutions
  • Background in manufacturing
  • Discuss on a technical level and understand complex software solutions
  • Experience within Customer/Technical Support, Support Services, Global Services, or Professional Services (RA preferred, or previous experience as a Technical Account Manager or IT Consultant
Benefits
  • Health Insurance including Medical, Dental and Vision
  • 401k
  • Paid Time off
  • Parental and Caregiver Leave
  • Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Relationship ManagementAccount ManagementTechnical SupportSupport ServicesGlobal ServicesProfessional ServicesRA solutionsComplex software solutionsIssue managementAction Plan development
Soft skills
Customer engagementCustomer satisfactionCommunicationProblem-solvingGuidanceCollaborationEscalation managementOrganizational skillsInterpersonal skillsLeadership
Certifications
Bachelor's Degree