Rockwell Automation

Customer Success Manager

Rockwell Automation

full-time

Posted on:

Location Type: Hybrid

Location: Brisbane • Australia

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About the role

  • 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!
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SuccessOnboardingAdoptionExpansionRenewalData AnalysisOutcome-based SellingValue ReviewsCustomer EngagementOperational Excellence
Soft Skills
Customer-first MindsetRelationship BuildingCommunicationCollaborationStrategic ThinkingProblem SolvingLeadershipNegotiationAdaptabilityEmpathy
Certifications
Bachelor's Degree