Customer Success Admin

hace 3 semanas

Tlahuac, México Rockwell Automation A tiempo completo

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**:
The professional will be responsible for managing the renewal quote to cash process of high-touch contracts in collaboration with the Customer Success Management team, since proposal request upon submission of contract entry request (once a purchase order has been received by the customer) to contract being invoiced and released.

The Customer Success Admin will be responsible for back office and administrative activities, primarily as:
1. Accurately maintain/update a rolling 120-day forecast of renewals for High Touch accounts and ensure any uncovered risk is clearly communicated to leadership teams for forecasting purposes.

2. Collaborate with the operations team to improve the contract entry process and report status updates weekly to the leadership team on contract entry backlog status.

3. Liaison between the Customer Success Manager and the Contract Entry Operations Team for High Touch accounts.

4. Proactively works and assists in proposal interactions and revisions, collaborating with proposal functional groups, and Customer Success.

5. Facilitating and assuring the data integrity and accuracy of order management processes (OME - order management execution).

1. Must ensure the integrity of internal information and data for the benefit of the customers, both in contracts, opportunity management, and customer success systems (CRM). Work on the Plausibility report to guarantee there are ZERO inconsistencies among DCRM, Gainsight, and SAP.

2. Review tech support tickets to find out what went wrong and why the customer is having a negative experience, credits/rebills, and chasing down proposals.

3. Create and manage Excel reports to consolidate a large amount of data, generating Pivot Tables and using Excel advanced functionalities to create dashboards, tracking metrics and KPIs (excel test will be applied).

5. Creating usage reports - Gathering data from multiple tools and systems and presenting in a standard spreadsheet format.

6. Analyzing the reports to identify issues and creating summaries - For example looking for repeat patterns in product failures and identifying common topics in the customer interactions with our Technical Support team.

7. Support the elaboration of documentation to be used by the CSMs in the execution of Customer Quarterly Business Reviews.

a. Creating customer-facing documents used in the contract renewal process. For example, the renewal document template will be populated with information from the usage report and the customer success manager.

b. Creating customer-facing documents used in the regular dialogue with the customer.

English is a must

Spanish is highly desired

LI-AP2

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