Customer Success Specialist, Fiix Software

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

At Fiix by Rockwell Automation, we're on a mission to help maintenance teams thrive and create a more sustainable world—and we're looking for passionate problem-solvers to join us

As a Customer Success Specialist, you'll be the go-to guide for our SMB customers, helping them unlock the full potential of our platform. If you love building relationships, driving results, and working in a fast-paced, tech-driven environment, this is your chance to shine. Plus, you'll do it all remotely, with the support of an amazing team behind you

We are looking for a Customer Success Specialist (CSS) to help take our customer retention, engagement, and growth to the next level. As a member of the CSS Group, you will engage with a high volume of diverse customers. You will report to the Manager, Customer Success and will be fully remote.

Your Responsibilities:

• Manage and grow relationships with our SMB customers acting as their primary point of contact.
• Execute the customer success framework by delivering repeatable, predictable outcomes and experiences for our customers.
• Retain and grow licensing, upgrades, and site opportunities in your assigned portfolio.
• Identify customer needs and collaborate with services, support, finance, and product teams to ensure value is reached.

The Essentials - You Will Have:

• Bachelor's Degree or equivalent years of relevant work experience
• Legal authorization to work in Canada is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening

The Preferred - You Might Also Have:

• 2+ yrs experience in Technical Support, Helpdesk role, Business Development, or Customer Success preferably in a SaaS based business model.
• Experience working with a high volume of accounts and possessing and strong in prioritization, organizational, and time management.
• Comprehension in managing customer retention and upselling strategies.
• Experience working with cross-functional teams within an organization.
• Familiarity with SaaS metrics - you understand what ARR, NRR, NPS, and Churn mean.
• Background with CRM tools, Customer Success Platforms, and Analytics Software.
• Exceptional verbal, written and presentation skills
• Resourceful, with strong problem-solving abilities.
• Experience using a customer support ticketing system, we utilize Zendesk.
• Advanced degree in Business, Marketing, or related field.
• Experience in Maintenance, Reliability, or using a CMMS.
• Relevant certification in Customer Success, Account Management, or Sales.
• Bilingual abilities.

What We Offer:

• Health Insurance including Medical and Dental
• Health Care Spending Account (HCSA – dependent on the plan chosen)
• Employee Assistance Program (EAP)
• Retirement plans
• Paid Time off
• Volunteering Time off
• Employer Savings Plan Matching (includes RRSP, TFSA, and EPSP)
• Employer Paid DC Pension
• Maternity and Parental Leave Top-Up
• Fitness Reimbursement Program
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life

For this role, the total target compensation is from $62, $94,440.00 CAD of which 80% is base salary and 20% is variable. Actual pay will be based on factors such as skills, knowledge, education, and experience.

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

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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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