Customer Success Specialist with German

Rockwell Automation is the world's largest company dedicated to industrial automation and information. We hire more than 23 000 employees in 80 countries. We have been on the market for 115 years, in Katowice for more than 20 and we are still developing on Silesian market.

Role purpose:

The Customer Success Specialist manages a focused portfolio of site-based accounts to ensure that they achieve their business outcome with Rockwell Automation’s subscription and services contracts. Responsible for ensuring effective technology and services adoption that leads to high renewal rates and expansion of annuity based contracts and subscriptions utilizing telephony, email and other remote media.

Key responsibilities:

• Uses data and workflow information from Customer Success Platform (Gainsight) to remotely execute Onboarding, Adoption, Expansion, and Renewal motions relevant to each account in portfolio
• Understanding customer needs and requirements and provide first line support to customer enquiries in relation to our services, pricing and technical information to assist with the promotion and selection of a limited portfolio offering
• Depending on global region provide budgetary quotations and service configurations
• Ensure on time renewal, working to key performance indicators as set by the Manager
• Supporting the organizations revenue & profit growth strategies
• Understand the customers health scoring and identifying opportunities for upselling and cross-selling within existing customers
• Collaborate with sales, customer care and business unit on areas involving pricing, specification and product adaptations in order to maintain customer satisfaction
• Following the identified DCRM processes in order to manage opportunities and win rates