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

Rockwell Automation channel partners provide us a competitive advantage and ability to support our customers globally in being more productive sustainable and agile. Our Partner port our customers globally in being more productive, sustainable, and agile. Our Partner Success strategy is a large piece of the puzzle in our ability to scale. As we continue to grow our annual recurring revenue business, we need our partners to own customer success motions with partner led accounts in all aspects of our ARR portfolio.

As a Partner Success Manager (PSM) your role is to consult with and enable our Latin America channel partners in establishing their customer success organizations. Your performance is based off our distributor partners growth in annual recurring revenue, on- time renewals, and a reduction in churn.

As a PSM you will coordinate and collaborate with the respective territory channel management teams and territory business leaders to help drive the annual recurring revenue strategy.

Job description

Partner Success Manager, Latin America

You will report to: Partner Sucess Manager

Job's workplace type: Hybrid

Location: Mexico or Brazil

Responsibilities:

• Work with assigned distributor(s) to develop their customer success strategy.
• Educate and Enable distributor executives on customer success motions, investment requirements, and resource needs.
• Train and enable distributor customer success resources.
• Track and performance manage distributors on customer success metrics and KPIs (Net Retention Rate, Net Renewal Rate, Expansion, and Churn)
• Guide distributors on how to access contract and subscription data that will guide onboarding and adoption motions to ensure customer is achieving maximum value.
• Helps Distributors translate available customer data contained within Customer Success portals and platforms into meaningful insights that meet customers' business objectives.
• Collect distributor and customer feedback on service and subscription offerings.
• Work with functional teams in providing feedback on partner and customer experience and process improvement needs.
• Collaborate with team members to ensure an optimal customer experience.
• Provide feedback to the portfolio team to ensure customer feedback is built into service offerings.
• Facilitate the coordination efforts with distributors and high touch CSMs on joint account ownership.

The Essentials – You Will Have:

• Bachelor's degree
• Fluent in Spanish or Portuguese
• Ability to travel 25% of the time.
• Legal authorization to work in the US 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:

• 8+ years of work experience and experience in working with customers and/or partners in a commercial and/or technical capacity
• Ability to work with cross functional teams
• Experience with understanding buy/resell market access model.
• Have knowledge on how services are organized and delivered.
• Ability to motivate and work with others to make customers and channel partners successful.
• Commercial acumen.
• Ability to collaborate and build trust with channel partners.
• Capable of developing, communicating and executing a services ARR strategy at a corporate level.
• Comprehending the needs and requirements of customers in order to bring strategic value to them.
• Promoting customer and partner needs as the key driver for business goals and initiatives.

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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.