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 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 Technical Account Manager (TAM) is an important member of the account team and a member of customer's in-house Plex team for Gold and Platinum Service level customers.

The TAM monitors technical issues and uses all means available to deliver a quick response for assigned customers. You will need to navigate defined process and think creatively to ensure that their customers see the value in premium support.

You will also be responsible to delivering the results of their efforts through business reviews delivered per the customer's premium support contract.

Technical Account Management team is a specialized group within Support Service (SS) organization that focuses on providing support and personalized attention to Rockwell Automation (RA) / Plex largest customers and being customer advocates within Rockwell Automation and Plex.

The TAM is a customer relationship management service role within SS. The TAM ensure high levels of customer satisfaction through delivery and coordination of services targeted at the development of long-term, trusted relationships between the customer and RA / Plex.

The TAM facilitates a technical support focus on customer issue prevention and resolution and on project-based support requirements.

You will report to our Director - Premium Support and can be based remotely in the United States.

Your Responsibilities :

• Provide a single contact for customer engagement and escalation with Support Services on a long term (years) basis. The TAM is typically assigned accounts with a high level of complexity.
• Establish a working relationship with assigned customer account, focused on transactional issue management considering customer objectives and roadmap.
• Ensure customer satisfaction by coordinating resources in Support Services, Development, Customer Success, Professional Services, Product Management, and Sales, and to rapidly address the action plan for assigned accounts.
• Identify renewal risk for premium services and communicates within the account team and to the CSS chain. Report the Support Services value delivered.

Bring management visibility to the customer experience.

• Develop and maintain a prioritized "Issue List" and "Action Plan" to resolve a series of escalated issues.
• Hold regular (bi-weekly / monthly / quarterly) scheduled calls with assigned customer accounts to provide guidance and advice on forward-looking plans, and understand and provides a status of current technical issues.
• Educate and promote best practices for using RA / Plex Support Services based on assigned customer s unique experiences and challenges.
• Maintain an awareness of the customer's unique implementations and project milestones and provide that knowledge to other resources throughout RA / Plex.
• Report to senior management in Support Services to provide insight into the current state of the customer relationship with assigned accounts.
• Follow escalation process where needed to drive the resolution of critical issues.

The Essentials - You Will Have :

• Bachelor's Degree in Computer Science, Engineering, or related field.
• Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
• The ability to travel 10% of the time.

The Preferred - You Might Also Have :

• Successful track record in Relationship Management and Account Management.
• 2+ years of experience using or supporting an ERP / MRP systems
• Knowledge of RA / Plex solutions is not required but a big plus
• Background in manufacturing
• Discuss on a technical level and understand complex software solutions
• 2+ 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

What We Offer :

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
• This position is part of a job family. Experience will be the determining factor for position level and compensation.

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