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Rockwell Automation · 18 hours ago

Technical Account Manager

Milwaukee, Wisconsin, United States

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. The Technical Account Manager (TAM) is responsible for managing customer relationships, ensuring high levels of customer satisfaction, and coordinating resources to address technical issues and support requirements.

HardwareIndustrial AutomationSales AutomationSoftware

No H1B

Responsibilities

Be a single point of contact for customer engagement and escalation within Rockwell Automation with 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 Managed Service & Support, 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 Customer Success 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 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

Qualification

Relationship ManagementAccount ManagementTechnical SupportRA Solutions KnowledgeLife Science ExperienceCustomer AdvocacyCommunication SkillsProblem Solving

Required

Bachelor's Degree

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

Preferred

Successful track record in Relationship Management and Account Management

5+ years of experience using or supporting Life Science customers

Knowledge of RA solutions

Background in manufacturing

Discuss on a technical level and understand complex software solutions

Experience within Customer/Technical Support, Support Services, Global Services, or Professional Services (RA preferred, or previous experience as a Technical Account Manager or IT Consultant