We are looking for a Customer Success Manager to join our Rexel, USA team in Rochester, NY! Summary: The Customer Success Manager is responsible for growing and retaining Rexel’s Annual Recurring Revenue. The Customer Success Manager will use data generated from normal business operations, customer support/service engagements, and other data sets to create a picture of customer needs and what opportunities might look like. Will work closely with customers, sales, product specialists, and services to help create an engagement, conversation, and a value proposition built around what Rexel has to offer in the automation field. The Customer Success Manager will lead in person customer kick-off meetings, adoption reviews, and executive business meetings to ensure the customer is meeting their objectives. What You'll Do: Build positive working relationships between Rexel and assigned customers Manage multiple on-going customer success engagements and develop a cadence of recurring reviews with customers Review progress with leadership and provide opinions on areas of opportunity Act as point person to the customer for Annual Recurring Revenue contracts and subscriptions Accurately communicate a value proposition based on the data being presented Communicate in-person and remotely the value delivered to customer on a periodic cadence using Business Review methodology and other means of communication/cadences Use data and workflow information to execute Onboarding, Adoption, Expansion, and Renewal motions relevant to each account in portfolio Understand basic concepts of automation regarding product lifecycles, simple migration paths, and learning to identify opportunities based a customer’s install base and support usage Seek new targets and opportunities from data that is provided Run numbers to calculate a return on investment or savings a customer might earn from engaging in a new product or service Other duties as assigned Job Duties Disclaimer: The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time. The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrate commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Rexel USA.
What You'll Need 3+ years of Customer Success Manager experience Prior experience with Rockwell Automation products and services preferred High School or GED - Required 4 Year / Bachelor's Degree - Preferred Bachelor’s Degree in Business or Technical degree preferred Knowledge, Skills & Abilities Must have excellent interpersonal, analytical, and written/verbal communication skills Be a self-starter that can work both independently and in team-based environments Must be able to build positive working relationships with people at all organizational levels Must demonstrate integrity and a firm commitment to company beliefs and values Attention to detail and organizational skills Delivers exceptional customer experience
Physical Demands: Sit: Must be able to remain in a stationary position - Constantly – at least 51% Walk: Must be able to move about inside/outside office or work location - Frequently – 21% to 50% Use hands to finger, handle, or feel: Operates a computer and other office machinery - Constantly – at least 51% Stoop, kneel, crouch, or crawl: Must be able to crouch down to stock shelves, pick up boxes, or position oneself to maintain computers in the lab/under desks/in server closet - Occasionally – up to 20% Talk, hear, taste, smell: Must be able to use senses to effectively communicate with co-workers and clients and detect hazardous conditions - Constantly – at least 51% Weight and Force Demands: Up to 10 pounds - Occasionally – up to 20% Working Environment: Travels to offsite locations - Frequently – 21% to 50% Rexel USA (A VEVRAA Federal Contractor), and its affiliated companies, is an EEO/Disabled/Veterans employer. All qualified candidates will receive consideration for employment without regard to any characteristics protected by law. For the state of New York only, the pay range is $70K to $80K, depending upon qualifications, experience and other considerations permitted by law. Our Benefits Include: Medical, Dental, and Vision Insurance Life Insurance Short-Term and Long-Term Disability Insurance 401K with Employer Match Paid vacation and sick time Paid company holidays plus flexible personal days per year Tuition Reimbursement Health & Wellness Programs Flexible Spending Accounts HSA Accounts Commuter Transit Benefits Additional Optional I