Customer Success Support Specialist

About Rockwell Automation

Rockwell Automation is a leading global technology company committed to enhancing productivity, sustainability, and agility for manufacturers worldwide. With over 28,000 dedicated employees, the company powers businesses that provide essential goods like food, life-saving medicines, and environmentally friendly solutions.

We seek creative and driven individuals who thrive on solving problems and want to contribute meaningfully through their work.

Role Overview

The Customer Success Support Specialist is vital in assisting Customer Success Managers and cross-functional teams by efficiently handling customer success operations. This involves managing proposals, renewals, contracts, and other operational tasks ensuring accuracy, compliance, and up-to-date data accuracy across enterprise systems.

Key Duties and Responsibilities

• Perform customer success and proposal-related tasks adhering strictly to SOPs, policies, and governance standards.
• Support the full lifecycle of proposals, quotations, contracts, and renewals through operational and administrative activities.
• Keep accurate and current status updates on projects, contracts, proposals, and quotations from initiation to closure.
• Collect, verify, and summarize essential data to streamline task execution.
• Maintain timely and clean data entries in business tools such as SAP, IFS, and internal workflows.
• Extract data and generate reports and dashboards for regional teams following scheduled intervals.
• Proactively track aging items and follow up to sustain smooth processes and clear visibility.
• Collaborate with regional, domestic, and global stakeholders including CSMs, Sales, Planning, Finance, and Operations to ensure compliance and workflow efficiency.
• Coordinate with Planning teams to verify and communicate parts or material availability when necessary.
• Direct requests outside the scope to the appropriate owning departments.
• Assume responsibility for meeting process goals, service level agreements, and deadlines.
• Assist in root-cause analyses for any deviations and document corrective measures.
• Provide support for audit processes and associated documentation.
• Safeguard confidentiality involving sensitive commercial, financial, and technical data.
• Utilize official communication channels such as emails, meetings, and calls to engage stakeholders on process matters.
• Identify and advocate for process improvements including standardization and automation to boost efficiency and customer satisfaction.

Qualifications and Experience

• Bachelor’s degree in Business, Commerce, Operations, or related field.
• Between 2 to 5 years’ experience in Customer Success Support, Proposal Operations, Sales Operations, or Commercial Operations roles.
• Prior experience supporting global or regional teams preferred.
• Proficient in Microsoft Excel for data analysis, problem-solving, and deriving insights from multiple sources.
• Basic understanding of presales and proposal processes.
• Strong team player skilled at cross-department collaboration.
• Ability to manage multiple tasks and adjust priorities effectively.

Additional Preferred Skills

• Advanced proficiency in Excel, Word, and other Microsoft Office applications.
• Familiarity with Microsoft Power Automate and Power Apps for process automation and application development.
• Experience in Procure-to-Pay (P2P), Quote to Cash, Supply Chain, or relevant administrative functions is a plus.

Benefits

• Comprehensive mindfulness programs including premium access to Calm.
• Volunteer Paid Time Off available after six months of employment for eligible employees.
• Company matches volunteer hours and charitable donations with corporate contributions.
• Employee Assistance Program for personal support.
• Customized wellness programs through the OnTrack initiative.
• Access to an on-demand digital library for professional development courses.
• Additional local benefits to support employee wellbeing.

Other Information

Rockwell Automation values diversity, inclusiveness, and authenticity in the workplace. If you are interested in this role but don’t meet every qualification, applications are still welcome as you might be the right fit.

The company follows a hybrid work policy requiring employees to be onsite at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless business needs dictate otherwise.