Customer Success Support Specialist

About Rockwell Automation

Rockwell Automation stands as a global leader in technology, committed to enabling manufacturers worldwide to increase productivity, sustainability, and agility. With over 28,000 dedicated employees, our solutions support vital sectors such as food production, global healthcare, clean water, and green mobility. Our workforce is composed of motivated problem solvers passionate about making a positive global impact.

We invite innovative makers, forward thinkers, and solution-oriented professionals seeking a rewarding work environment to join our team.

Role Overview

The Customer Success Support Specialist is vital in assisting Customer Success Managers and cross-department partners by managing customer success operations with precision and adherence to compliance and timelines. This position ensures seamless handling of proposals, renewals, contracts, and operational duties, maintaining data integrity, system accuracy, and process conformity across enterprise platforms.

Key Responsibilities

• Adhere strictly to established Standard Operating Procedures (SOPs), policies, and governance frameworks while executing customer success and proposal support tasks.
• Provide comprehensive operational and administrative support throughout the lifecycle of proposals, quotations, contracts, and renewals.
• Keep accurate records of project statuses, contracts, proposals, and quotations from initiation to completion.
• Collect, verify, and synthesize required data to enable effective task execution.
• Ensure prompt and accurate updating of business system data (such as SAP, IFS, internal workflow applications).
• Generate and distribute standard reports and dashboards to regional stakeholders on a scheduled basis.
• Monitor outstanding items and proactively follow up to uphold process integrity and visibility.
• Collaborate closely with stakeholders across regions and functions, including Customer Success Managers, Sales, Planning, Finance, and Operations, to facilitate smooth and compliant operations.
• Coordinate with Planning teams to confirm availability of parts and materials when necessary.
• Refer requests beyond scope to corresponding responsible teams.
• Exhibit accountability for meeting process goals, service level agreements, commitments, and deadlines.
• Participate in root-cause analyses addressing stakeholder-raised deviations and document corrective measures.
• Assist with audit requests and documentation requirements.
• Maintain strict confidentiality regarding sensitive business, financial, and technical information.
• Engage with peers, clients, and stakeholders through official communications such as emails, meetings, and conference calls to discuss process developments, gather feedback, and make presentations.
• Identify and propose enhancements in process efficiency, standardization, and automation to improve customer experiences and organizational productivity.

Qualifications and Experience

• Bachelor's degree in Business, Commerce, Operations, or related discipline.
• Between 2 to 5 years of experience in Customer Success Support, Proposal Operations, Sales Operations, or Commercial Operations.
• Experience supporting global or regional teams is advantageous.
• Proficiency in Microsoft Excel for data manipulation, problem-solving, and deriving insights from varied sources.
• Basic understanding of presales and proposal processes.
• Ability to collaborate effectively across multiple departments.
• Strong multitasking skills and adaptability to shifting priorities.
• Preferred skills include advanced proficiency in Excel and Word, familiarity with Power Automate and Power Apps for process automation and application development.
• Additional beneficial experience includes P2P, Quote to Cash, Supply Chain, and related administrative roles.

Benefits and Culture

• Access to comprehensive mindfulness programs, including a premium Calm membership.
• Volunteer paid time off available after six months of employment for eligible staff.
• Company matching programs for volunteer hours and personal charitable donations.
• Employee Assistance Program providing support as needed.
• Personalized wellbeing initiatives through the OnTrack program.
• On-demand digital resources for continuous professional growth.
• Additional local benefits as applicable.

Additional Information

Rockwell Automation values diversity, inclusivity, and authenticity in its workforce. Applicants whose qualifications may not perfectly match the job description are still encouraged to apply as they could be the ideal fit for this or other roles.

The hybrid work policy requires employees to be present at the Rockwell office at least on Mondays, Tuesdays, and Thursdays, except when business obligations necessitate remote work.