Customer Success Manager- Enterprise, Fiix

7 months ago

Toronto, Canada Rockwell Automation Full time

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us

**Job Description**:
**Why Fiix by Rockwell Automation?**

Fiix by Rockwell Automation has a big goal - to create a more sustainable world. Our mission is to make every maintenance team successful by enabling the adoption of a CMMS and we’re off to a great start. Teams that are part of the world’s most well known brands manage their maintenance activities and achieve greater results with Fiix by Rockwell Automation. We’re looking for big thinkers with small egos to join us on our journey to create a more sustainable world.

**General Description**:
We’re looking for a Customer Success Manager (CSM) to help take our customer retention, customer engagement and expansion growth to the next level. As a CSM your number one focus will be to guide product adoption across a strategic customer portfolio. You will identify expansion revenue and increase retention within your customer base. In this role, you will work in a remote environment and report to the Manager, Enterprise Customer Success.

**What you will do**:

- Manage a varied customer list (mid-market, enterprise or strategic accounts) - emphasis on enterprise accounts.
- Execute on the customer success framework to make customers successful.
- Retain and grow seat and site opportunities in your assigned portfolio.
- Deliver a consistent and delightful customer journey.
- Improve repeatable, predictable outcomes and experiences for Fiix’s customer base.
- Identify customer needs and collaborate with marketing, services, support and product teams.

**Basic Qualifications**:

- Bachelor’s Degree
- Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas in this role, now or in the future.
- Valid Passport

**Preferred Qualifications**:

- 5+ years of experience in a customer success/account management role, managing and closing B2B expansion/cross-sell/up-sell cycles preferably in a SaaS software or technology environment.
- Experience retaining and expanding revenue with existing customers in a SaaS environment or technology solutions.
- Understanding of the platform/product features and how it relates to client objectives and business operations.
- Ability to augment/customize the Customer Lifecycle with value add programs and processes tailored to customer needs.
- Experience working with cross-functional teams, such as sales and professional services.
- Proficiency in additional languages (French, Spanish, Portuguese)
- Familiarity with the Maintenance and Reliability industry.

**What We Offer**:

- Health Insurance including Medical, Dental and Vision
- Wellness Benefits
- Paid Time off
- Defined Contribution Pension Plan
- Parental and Caregiver Leave

LI-JG1

LifeatROK

LI-Remote
- This role is part of a job family and experience will be the determining factor regarding level and compensation._
- Rockwell prides itself on its workforce diversity. We do not discriminate in hiring based on gender, race, ethnicity, religion or disability. Rockwell is a proud employer of veterans._

We are an Equal Opportunity Employer including disability and veterans.

We are an Equal Opportunity Employer including disability and veterans.

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