Client Success Manager

Position: Client Success Manager
Location: Kitchener
Experience: 5+ years’ experience
Education: Degree in relevant field
Division: OTTO Motors

About OTTO by Rockwell Automation

OTTO by Rockwell Automation is a global leader in autonomous technology for material handling inside manufacturing and warehouse facilities. With over five million hours of production experience, OTTO autonomous mobile robots (AMRs) are trusted in mission-critical operations for some of the world’s most recognized brands. OTTO by Rockwell Automation was recognized as one of Fast Company’s Most Innovative Robotics Companies of 2023. For more information, visit ottomotors.com.

OTTO by Rockwell Automation was acquired by Rockwell Automation in 2023. Rockwell is a global industrial automation and digital transformation 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.

About the Job

The Client Success Manager (CSM) role uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of service contracts. CSMs are the relationship leaders that secure long-term relationships, drive adoption of OTTO Motors’ solutions, team up with Account Executives to upsell new products and services, drive customer relationships and loyalty, and are highly motivated to provide our clients with the absolute best in service and support.

This is a great opportunity for a creative, energetic thinker, able to understand the client’s business needs and use cases and know how to be a trusted partner so our clients stay and continue to grow with OTTO Motors. If you love working with customers and have thrived in a role like this before, then we want to talk to you.

Core Competencies

• Accountability
• Adaptability
• Analytical Thinking
• Critical Thinking
• Decision Making
• Planning and Organizing
• Problem Solving
• Results Orientation

Primary responsibilities include:

• Serves as the primary post-sale point of contact for clients/customers
• Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related services; accountable for client renewal and retention results.
• Helps customers to realize and maximize the full value of their in-production systems
• Ensures customers achieve specific business results, maximum value from service contracts and communicate value to key stakeholders.
• Accountable for maintaining a stable of client relationships
• May recommend specific solutions to achieve customer’s desired result.
• Meets with customers regularly to review support and system performance that demonstrates health, production, and value of system
• Owns support renewals for assigned accounts
• Works with internal teams to drive customer satisfaction (serves as a voice of the customer within the organization)
• Lead onboarding for new support customers (transition from project teams to support team)
• Identifies and provides (or sets up) customer training
• Identifies changes that the customer has made to their system and coordinates updating the support team
• Work with our internal teams to ensure alignment and provide a cohesive experience. When necessary, you will act as the point of support account escalation to help drive resolution to high impact or long-term customer issues
• Your metrics: Adoption Rate, Customer Lifetime Value, Net Promoter Score, Churn Rate, and CSAT
• This role involves regular travel to customer sites across North America (approx. 4 times a quarter - short visits)

About You

You want to work for a fast-moving company that thinks big and dreams huge. You are driven, view work as more than just a job, and are never satisfied with a project left half-done. You want to be surrounded by people like you; creative, fun-loving, and passionate about their work. You are motivated by making an impact on your workplace and you thrive on challenging and rewarding problems.

You possess a natural affinity with people, the ability to listen to the customer’s needs, a large amount of common sense and business acumen, which will allow you to successfully manage, sell and handle a dynamic changing market.

Required skills:

• BA/BS degree, Technology related diploma, or equivalent experience
• Minimum of 3 - 5 years of Project Management, Technical Support leadership, Technical Consultant, or Customer Success experience
• Strong people management and relationship management skills
• Exceptional planning and organizing skills
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Personable, with strong communication skills
• Proven selling, influencing, persuasion and negotiation skills
• Strong self-initiative and results orientation
• Excellent attention to detail, able to work under pressure and multi-task

Clearpath is committed to supporting a culture of diversity and accessibility across the organization. We hire the best talent regardless of race, color, creed, national origin, ancestry, disability, marital status, age, sex, veteran status or sexual orientation. If you require special accommodation to complete any portion of the application or interview process, please contact 1-800-301-3863.