Technical Account Manager - Plex at Rockwell Automation

Tokyo, , Japan -

Full Time

Start Date

Immediate

Expiry Date

08 May, 26

Salary

0.0

Posted On

07 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Account Management, Customer Relationship Management, Problem Solving, ERP Systems, Manufacturing, Customer Support, Project Management, Communication, Technical Support, Issue Resolution, Best Practices, Collaboration, Escalation Management, Business Reviews, Customer Satisfaction, Action Plans

Industry

Automation Machinery Manufacturing

Description

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 Practice Leader - Premium Support and will be based in Tokyo, Japan. 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. To learn more about our benefits package, please visit at www.raquickfind.com. This position is part of a job family. Experience will be the determining factor for position level and compensation. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles. #LI-Remote #LI-AC1 Rockwell Automation, Inc. (NYSE: ROK), is a global leader in industrial automation and digital transformation. We connect the imaginations of people with the potential of technology to expand what is humanly possible, making the world more productive and more sustainable. Headquartered in Milwaukee, Wisconsin, Rockwell Automation employs approximately 28,000 problem solvers dedicated to our customers in more than 100 countries. To learn more about how we are bringing the Connected Enterprise to life across industrial enterprises, visit www.rockwellautomation.com. 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!

Responsibilities

The Technical Account Manager (TAM) serves as a single point of contact for customer engagement and escalation, ensuring high levels of customer satisfaction through coordination of services. The TAM is responsible for monitoring technical issues, delivering business reviews, and maintaining long-term relationships with assigned customers.