Rockwell Automation is the largest company in the world dedicated to industrial automation and information. Here, we connect the imaginations of people with the potential of technology to make the world more intelligent, more connected and more productive. From improving the production of medicines that boost human health to reducing waste in an oil and gas plant, the work we do changes how we live.
We truly believe we are doing things never before possible. And we need the brightest minds to help make that happen - the makers, the forward thinkers, the problem solvers. That's where you come in.
Amplify the Voice of the Customer within Rockwell Automation, representing the customers' technical interests, generating insights, removing obstacles, and influencing product development roadmaps.
Drive operational excellence through effective project management
Identify, document, implement and refine customer adoption best practices
Partner with cross-functional teams to develop and execute adoption strategies that create successful customers and increase expansion and renewal sales
Determine the timing and content of Customer Success Manager touchpoints along the customer journey, in order to drive optimal adoption and net promoter scores (NPS)
Partner with Customer Success Leaders to deploy customer engagement playbooks in the following areas; Onboarding, Risk Management, Expansion and Renewal Opportunity, Management Escalation
Working with Product Management and Marketing teams, coordinate email nurture campaigns with customer lifecycle milestones
Partner closely with IT on systems implementation and evolution
Working with Customer Experience team, develop requirements for the configuration and administration of the Gainsight technology platform
Support mapping, documenting and designing of user stories as part the Customer Experience team
Collaborate with the UX design team to develop data-driven customer stories, ongoing examination of the customer experience, including how we can improve value realization and ease of doing business.#LI-MW2
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.
Proficient in leading the development of journey maps; experience maps and service blueprints
Has worked with offerings in different stages of customer journey maturity from those starting with mapping, piloting customer journey improvements, rolling out customer journeys globally, to scaling and expanding the number of channels incorporated into customer journeys
Has experience with marketing automation tools, journey builder tools and other tools that help Customer Experience teams visualize customer journeys, optimize and deliver real-time, integrated, personalized, and scalable customer experiences
Leading and performing research efforts to develop a clear and comprehensive view of the customer experience, at scale, across the Rockwell Automation and Channel Partner organization
Identify process and customer experience improvement opportunities, and present recommendations to Customer Experience team to ensure that priorities align to voice of customer and research insights
Collaborate with stakeholders across the organization to identify and prioritize customer research needs, and to provide actionable insights to help the organization solve problems and drive customer value.
Persona development, qualitative and quantitative data analysis, development of business cases, and establishing the tracking of results and outcomes
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 at +1 (844) 404-7427.
Internal Number: 94141BR
About Rockwell Automation
When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.
You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth – and career opportunities.
As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.