Customer Success Offer Specialist

Job title: Customer Success Offer Specialist

Company: Rockwell Automation

Job description: Job Description

**For the right candidate, this position could be worked remotely from any location in the US, preferably in Milwaukee, WI.

Lead the Development of standard design and Project Management operating procedures across the Services business. The objective is to improve the quality of our deliverables and provide our customers with a common global Customer Success experience

Key Responsibilities:

  • Attend portfolio planning meetings and associated governance council sessions
  • Drive improvement initiatives and resulting projects prior to launch of additional offers
  • Serve as a primary point of contact with Portfolio and Business Unit teams
  • Serve as main point of contact with LCS QMS & Services Quality teams
  • Engage on the front end development of BU and portfolio driven offerings from a Customer Success perspective
  • Drive implementation of global Project Management excellence within Services business

Roles and Responsibilities:

  • Act as the primary contact for needs outside of Customer Success (ie. Portfolio and Delivery)
  • Provide executive level engagement at Director staff meetings to confirm strategic alignment
  • Collaborate on ideation, journey mapping, product/offering development, and launches to ensure Customer Success representation at all point during product and solution development
  • Develop, implement, and maintain customer feedback loop for Portfolio and Delivery with actionable insights
  • Support Portfolio and Delivery with enhancement iterations and investment requests

Basic Qualifications:

  • Bachelor’s degree
  • Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
  • Occasional travel off-site to support project needs

Preferred Qualifications:

  • Technical writing capabilities
  • Lean Six Sigma experience
  • Presentation skills
  • Working knowledge of a QMS and associated document management repository including the documentation workflow management process
  • Familiarity with the creation of quality artifacts to comply with industry standards e.g. ISO/IEC
  • Experience with Customer Success and CS playbooks
  • Preferable experience with SFDC, Gainsight, and ServiceFuel
  • Communicates in a professional manner.
  • Effectively manages his/her own natural reactions so there are no behaviors getting in the way of his/her effectiveness.
  • Self-starter and ability to complete tasks independently, on time.
  • Team player with the ability to integrate with other stakeholders.
  • Ability to communicate to different levels within RA and with customers
  • Complete tasks independently with a high level of accuracy and on-time. Multi-tasking may be required.
  • Is open to change and is a relentless and versatile learner.
  • Ability to process application data and where possible foresee/address potential issues as early as possible to minimize impact.
  • Timely completion of company training (Safety, Ethics, role specific)
  • Understand the expectations of the position and time commitments in order to complete tasks on-time
  • Direct interface with customer and suppliers for all technical and commercial aspects

**For the right candidate, this position could be worked remotely from any location in the US, preferably in Milwaukee, WI.

“This position is part of a job family. Experience will be the determining factor for position level and compensation”.

#LifeAtROK

#LI-SO

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We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.

Expected salary:

Location: Milwaukee, WI

Job date: Thu, 24 Feb 2022 03:20:17 GMT

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