Customer Success Manager

Westburne, a Division of Rexel Canada Electrical Inc. is a leading full-service distributor of electrical, automation, distribution, utility and renewable energy products. Our branches across Canada provide services to a diverse customer base with local access, support and availability for a wealth of products. At Westburne, we are relentless in our drive to be the best at enhancing the success of our customers by delivering products, services and responsiveness second to none.

Our employees enjoy a stable and safe work environment, receive competitive compensation, benefits and pension packages, have access to on-going training and development as well as opportunities for continued growth within the organization.

We are currently recruiting for a **Customer Success Manager**.

Reporting to the **Industrial Solutions team**, the **Customer Success Manager**is responsible for selling & delivering on-site services that support customer operations in process and discrete manufacturing.

The **Customer Success Manager** is a dynamic role with analytical, technical and sales responsibilities.

**Position Summary**

This position is responsible for the management and Annual Recurring Revenue (ARR) target associated to all contracts and software subscriptions within portfolio of site-based accounts. The Customer Success Manager takes ownership in individual overall development of technical and commercial skills, utilizing defined competency development and execution plans. This individual needs to demonstrate growth within existing account for both Annual Recurring Revenue (ARR) and general RA business

**Marketing Competencies**:

- Able to analyze market conditions, develop an annual business plan and coordinate its implementation.
- Ability to develop and implement strategies to attack competition and grow market penetration
- Be able to articulate Rockwell Automation’s value proposition in the Services space both commercially and financially.
- Administer and implement marketing, promotion programs, and product launches for Rockwell Automation’s Services businesses.

**Sales Leadership Competencies**:

- Responsible for effectively influencing a multi-disciplinary team of people on behalf of customers within assigned portfolio
- High level of responsiveness to customer issues when they arise
- Genuine interest in making customers successful - Collaborates with others to reach that goal
- Strives for quality and optimal customer service
- Maintains a positive mindset when working in high stress commercial issues
- Level headed demeanor in a variety of situations dealing with customer expectations
- Level headed demeanor when facing internal/operational obstacles
- Promoting customer needs as the key driver for business goals and initiatives
- Manage multiple streams of work in parallel to achieve objectives
- Balance customer expectations with profitability requirements

**Technical Competencies**:

- Comprehending needs and requirements of customers in order to bring strategic value to them
- Works in complex environments; manages different customer work styles
- Works on complex issues where analysis of data requires in-depth evaluation of variable factors
- Exercises judgment selecting appropriate solutions

**Minimum qualification requirements**:

- University Degree
- 2-5 years working with customers in a commercial and/or technical capacity
- Knowledge on how services are organized and delivered
- Commercial & Financial acumen
- Leads negotiation conversations with executives
- Proven written and verbal communication and presentation skills to all levels of the organization up to the Executive level delivering a coherent message about our value proposition

**Key Responsibilities of an Effective Distributor Customer Success Manager**
- Leverages data and workflow insights to implement Onboarding, Adoption, Expansion, and Renewal strategies tailored to each account in the portfolio.
- Converts available customer data into tangible value by engaging with Services contracts and software subscriptions.
- Regularly communicates the value provided to customers through a structured approach, including Business Reviews (BRs) and other communication methods.
- Consistently meets contract retention targets.
- Analyzes customer data and insights to suggest modifications or enhancements to existing contracts and subscription scopes that can enhance customer outcomes. Collaborates with Sales to initiate Expansion efforts based on these recommendations.
- Prepares proposals and quotations, processes purchase orders, and manages invoicing.
- Utilizes Westburne CRM and ERP systems for transactions with customers and partners.
- Manages logistics, non-disclosure agreements, contracts, and document organization related to services and contracts.
- Cultivates a collaborative team environment with Sales, Delivery, and Rockwell Automation sales team members to enhance the customer experience. Works closely with team members