Westburne, a Division of Rexel Canada Electrical Inc. is a leading full-service distributor of electrical, automation, distribution, utility and renewable energy products. Our branches across Canada provide services to a diverse customer base with local access, support and availability for a wealth of products. At Westburne, we are relentless in our drive to be the best at enhancing the success of our customers by delivering products, services and responsiveness second to none.
Our employees enjoy a stable and safe work environment, receive competitive compensation, benefits and pension packages, have access to on-going training and development as well as opportunities for continued growth within the organization.
We are currently recruiting for a Customer Success Manager.
Reporting to the Industrial Solutions team, the Customer Success Manager is responsible for selling & delivering on-site services that support customer operations in process and discrete manufacturing.
The Customer Success Manager is a dynamic role with analytical, technical and sales responsibilities.

POSITION SUMMARY

This position is responsible for the management and Annual Recurring Revenue (ARR) target associated to all contracts and software subscriptions within portfolio of site-based accounts. The Customer Success Manager takes ownership in individual overall development of technical and commercial skills, utilizing defined competency development and execution plans. This individual needs to demonstrate growth within existing account for both Annual Recurring Revenue (ARR) and general RA business

MINIMUM QUALIFICATION REQUIREMENTS:

• University Degree
• 2-5 years working with customers in a commercial and/or technical capacity
• Knowledge on how services are organized and delivered
• Commercial & Financial acumen
• Independent knowledge in one or more industry/application
• Leads negotiation conversations with executives
• Proven written and verbal communication and presentation skills to all levels of the organization up to the Executive level delivering a coherent message about our value proposition

• Leverages data and workflow insights to implement Onboarding, Adoption, Expansion, and Renewal strategies tailored to each account in the portfolio.
• Converts available customer data into tangible value by engaging with Services contracts and software subscriptions.
• Regularly communicates the value provided to customers through a structured approach, including Business Reviews (BRs) and other communication methods.
• Consistently meets contract retention targets.
• Analyzes customer data and insights to suggest modifications or enhancements to existing contracts and subscription scopes that can enhance customer outcomes. Collaborates with Sales to initiate Expansion efforts based on these recommendations.
• Prepares proposals and quotations, processes purchase orders, and manages invoicing.
• Utilizes Westburne CRM and ERP systems for transactions with customers and partners.
• Manages logistics, non-disclosure agreements, contracts, and document organization related to services and contracts.
• Cultivates a collaborative team environment with Sales, Delivery, and Rockwell Automation sales team members to enhance the customer experience. Works closely with team members to ensure optimal service delivery.
• Provides feedback to relevant Rockwell Automation teams to ensure customer insights are communicated effectively.