Rockwell Automation

Technical Account Manager, Life Sciences

Rockwell Automation

full-time

Posted on:

Location Type: Hybrid

Location: Philadelphia • North Carolina • Pennsylvania • United States

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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.
  • 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 & Tools
Relationship ManagementAccount ManagementTechnical SupportSupport ServicesGlobal ServicesProfessional ServicesRA solutionsComplex software solutionsIssue managementAction Plan development
Soft Skills
Customer engagementCustomer satisfactionCommunicationProblem-solvingCoordinationGuidanceEducationVisibilityCollaborationEscalation management
Certifications
Bachelor's Degree