Technical Account Manager - Plex

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 25,000 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!

Responsibilities

• Ensure customer satisfaction by coordinating resources in Support Services, Development, Customer Success, Professional Services, Product Management, and Sales, and to efficiently and rapidly address the action plan for assigned accounts.
• Educate and promote best practices for leveraging RA/Plex Support Services based on assigned customer s unique experiences and challenges.
• Travel: up to 10% a year
• Establish a working relationship with assigned customer account, focused on transactional issue management considering customer objectives and roadmap.
• Maintains an awareness of the customer’s unique implementations and project milestones and provides that knowledge to other resources throughout RA/Plex as needed.
• Holds regular (bi-weekly/monthly/quarterly) scheduled calls with assigned customer accounts to provide guidance and advice on forward-looking plans, as well as understand and provides a status of current technical issues.
• Report to senior management in Support Services to provide insight into the current state of the customer relationship with assigned accounts.
• Provide a single point of contact for customer engagement and escalation with Support Services on a proactive, long term (years) basis. The TAM is typically assigned accounts with a medium to high level of complexity.
• Follow escalation process where needed to drive the resolution of critical issues.
• Identify renewal risk for premium services and communicates within the account team and to the CSS chain. Reports the overall Support Services value delivered. Drives management visibility to the overall customer experience.
• Develop and maintain a prioritized “Issue List” and “Action Plan” to drive resolution of a series of highly- escalated issues with limited management oversight.

Basic Qualifications

• Bachelor’s or Master’s Degree in Computer Science, Engineering, or related field. An equivalent combination of education and work experience may also be considered.

Preferred Qualifications

• 3-5 years of experience using or supporting an ERP/MRP systems
• Excellent communication and presentation skills, both written and spoken
• Successful track record in Relationship Management and Account Management.
• Background in manufacturing is not required, but a big plus
• Ability to discuss on a technical level and understand complex software solutions
• Ability to work well in team with excellent organizational skills
• A minimum of 3 years within Customer/Technical Support, Support Services, Global Services, or Professional Services (Plex/RA preferred, or previous 4+ years as a Technical Account Manager or IT Consultant
• Knowledge of RA/Plex solutions is not required but a big plus
• Cross-functional coordination and collaboration skills across various levels

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

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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 at +1 (844) 404-7247.