Customer Success Coordinator

Há 2 dias

São Paulo, São Paulo, Brasil Rockwell Automation Tempo inteiro

At Rockwell Automation, we're a global technology leader dedicated to helping manufacturers become more productive, sustainable, and agile. With a team of over 25,000 employees who strive to make a positive impact every day, we're committed to empowering our customers to achieve their goals.

We're seeking a talented professional to join our team as a Customer Success Admin. This role will play a critical part in managing the renewal quote to cash process for high-touch contracts in collaboration with our Customer Success Management team.

Key Responsibilities:

1. Forecasting and Risk Management: Accurately maintain and update a rolling 120-day forecast of renewals for High Touch accounts, ensuring any uncovered risks are clearly communicated to leadership teams for forecasting purposes.

2. Contract Entry Process Improvement: Collaborate with the operations team to enhance the contract entry process and report weekly status updates to the leadership team on contract entry backlog status.

3. Liaison and Communication: Serve as a liaison between the Customer Success Manager and the Contract Entry Operations Team for High Touch accounts, facilitating effective communication and collaboration.

4. Proposal Interactions and Revisions: Proactively work and assist in proposal interactions and revisions, collaborating with proposal functional groups and Customer Success.

5. Data Integrity and Accuracy: Ensure the integrity of internal information and data for the benefit of 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.

6. Technical Support and Analysis: Review tech support tickets to identify issues and areas for improvement, credits/rebills, and chase down proposals.

7. Reporting and Analytics: Create and manage Excel reports to consolidate large amounts of data, generating Pivot Tables and using Excel advanced functionalities to create dashboards, tracking metrics and KPIs.

8. Usage Reports and Analysis: Create usage reports, gathering data from multiple tools and systems, and presenting in a standard spreadsheet format. Analyze reports to identify issues and create summaries.

9. Documentation and Communication: Support the elaboration of documentation to be used by CSMs in the execution of Customer Quarterly Business Reviews, creating customer-facing documents used in the contract renewal process and regular dialogue with customers.

Requirements:

English is a must.

Spanish is highly desired.

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