Customer Success Manager

Rexel USA is one of the largest distributors of electrical products, data communication, wireless communication and related supplies in the United States. Rexel USA operates its electrical distribution business through eight Regions under various banner and trade names, including Rexel, Rexel Automation, Gexpro, Mayer, Talley and Platt Electric Supply. With an online store and a network of over 460 warehouse storefront locations nationwide, we serve a broad customer base.

About the role

The Customer Success Manager is responsible for growing and retaining Rexel’s Annual Recurring Revenue. Using data from business operations, customer support, and other sources, you will identify customer needs and opportunities. You will collaborate with customers, sales, product specialists, and services to craft engagement strategies and value propositions focused on Rexel’s automation offerings. This role involves leading in-person customer kick-off meetings, adoption reviews, and executive business meetings to ensure customers achieve their objectives.

Responsibilities

• Build positive working relationships between Rexel and assigned customers
• Manage multiple ongoing customer success engagements and establish a cadence of recurring reviews
• Review progress with leadership and identify areas of opportunity
• Act as the primary point of contact for customers on Annual Recurring Revenue contracts and subscriptions
• Communicate a clear value proposition based on presented data
• Deliver periodic business reviews (in-person and remotely) to demonstrate value using Business Review methodology
• Use data and workflow information to drive Onboarding, Adoption, Expansion, and Renewal motions for each account
• Understand automation concepts, including product lifecycles, migration paths, and identifying opportunities based on a customer’s install base and support usage
• Identify new targets and opportunities from provided data
• Calculate return on investment or savings for customers considering new products or services
• Perform other duties as assigned

Requirements

• 3+ years of Customer Success Manager experience
• Prior experience with Rockwell Automation products and services preferred
• High School diploma or GED (required)
• Bachelor’s Degree (preferred), particularly in Business or a technical field

Skills

• Excellent interpersonal, analytical, and written/verbal communication skills
• Self-starter capable of working independently and in team-based environments
• Ability to build positive relationships at all organizational levels
• Strong integrity and commitment to company values
• Attention to detail and organizational skills
• Focus on delivering an exceptional customer experience

Physical Demands

• Sit: Constantly (at least 51% of the time)
• Walk: Frequently (21% to 50% of the time)
• Use hands to operate computers and office machinery: Constantly (at least 51% of the time)
• Stoop, kneel, crouch, or crawl: Occasionally (up to 20% of the time)
• Talk, hear, taste, smell: Constantly (at least 51% of the time) for communication and safety
• Lift up to 10 pounds: Occasionally (up to 20% of the time)

Schedule

• Travel to offsite locations: Frequently (21% to 50% of the time)

Pay

For the state of New York, the pay range is $70,000 to $80,000, depending on qualifications, experience, and other considerations permitted by law.

Benefits

• Medical, Dental, and Vision Insurance
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• 401K with Employer Match
• Paid vacation and sick time
• Paid company holidays plus flexible personal days per year
• Tuition Reimbursement
• Health & Wellness Programs
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Commuter Transit Benefits
• Optional insurance (e.g., Pet Insurance, Legal Assistance, Critical Illness, Home and Auto Insurance)
• Employee Discount Programs
• Professional Training & Development Programs
• Career Advancement Opportunities (promotion from within encouraged)