Customer Success Intern

Summary :

The Customer Success Intern will focus on projects related to the corporate operations of our business. The Customer Success Specialist has responsibility for processing engineering (emergency callout) service requests, training support and registration, parts management agreements, software purchases, and support contracts.

Other duties include scheduling engineering services, communicating contract details to customers, assisting customer with purchases through the Rockwell Software Portal, pro-active follow up with customers to ensure satisfaction and use of Annual Reoccurring Revenue (ARR) contracts and services provided, and providing feedback to the sales team regarding any discrepancies or opportunities.

The position works closely with our Account Managers, Solution Consultants and Technical Specialists to serve automation customers and promote the services business.

This individual displays behavior that supports our culture, our 5 P's and our purpose to create lasting value to those we serve.

Key Responsibilities & Essential Functions :

• Help manage communication both internally and externally
• Assist in providing excellent customer service and support for internal and external customers by providing solutions, or providing information on products or services
• Work closely with Outside Sales Representatives and Automation to keep account activities up to date
• Develop strong technical knowledge related to SAP software
• Create, review reconcile and provide monthly and quarterly sales reports for VP, Account Managers, or RCSMs
• Back up support to other sales and services coordinators as needed
• Learn and work in all areas of our business to gain a better understanding of our products and services
• Build and maintain customer relationships
• Respond, process, and promote Engineering services regarding customer requests
• Receive, Review, and prepare Automation services quotes and contracts
• Respond and provide timely updates to internal and external customers related to part orders, agreements, and contract statuses
• Work closely with other services divisions such as technical support services, Contract Services, and training to ensure customer needs are fully met
• Build and maintain customer relationships
• Meet customer requests in collaboration with Automation Product Manager
• Assist Automation Product Manager in identifying strategic and target customers within specialty area
• Work with Automation Product Managers and the rest of the sales team to maximize profitability on orders.
• Provide all customers with accurate stock and delivery information
• Proactively assist with the sales process, goals, and profitability of the Automation segment specialty
• Review and analyze reports of business transactions
• Assist Automation Team and Customers with transactions in the Rockwell Software Portal including new purchase and renewals
• Comprehend needs and requirements of customers to bring strategic value to them
• Translates available customer data into value delivered to customer by engaging Services contracts and software subscriptions
• Communicates value delivered to customer on a periodic cadence
• Responsible for understanding customer data and insights to recommend changes or additions to existing contract and subscription scope that can improve the outcomes a customer can obtain

Critical Success Factors :

• Considered a leader and has demonstrated potential to lead
• Ability to maintain confidentiality
• Excellent oral and written communication skills
• Strong analytical and problem solving skills
• Excellent organizational skills and attention to detail
• Proven interpersonal skills and works well with others
• Cooperative attitude with team-oriented disposition

Job Requirements / Specifications :

• High School Degree
• Currently enrolled in a college or university pursuing a degree in business or a related field
• Ability to maintain confidentiality of all aspects of job responsibilities
• Ability to commit to a set work schedule
• Proficient in Microsoft Office software, specifically Outlook, Word, Excel, and PowerPoint

Work Environment & Physical Demands :

• O Occasional, less than 1 time per week
• S Some, less than 1 / 3 of the time
• F Frequent, from 1 / 3 to 2 / 3s of the time
• C Consistent, more than 2 / 3s of the time
• B Blank, not required

O : Lifting, carrying, pushing, bending at the waist, twisting upper body, chift work, Driving

F : Sitting, Standing, walking, extended day

C : Working with hands, working with fingers, talking, hearing, extended day

The above statements are intended to describe the general nature and level of work being performed by an incumbent. They are not intended to be an exhaustive list of activities, duties or responsibilities.

Incumbent may be asked to perform other duties as required.