Manager Customer Success & Recurring Revenue Services

REXEL•Dallas, TX

9h•Remote

About The Position

The Manager Customer Success & Recurring Revenue Services will lead and scale post-sale customer success to drive growth in technical support contracts, technical services, and professional services for industrial automation customers. This position will ensure Rexel’s customers (End Users, OEMs and System Integrators) achieve reliable adoption of automation products and solutions, maximize uptime, and realize value through lifecycle services support contracts, spare-parts support, technical training, project delivery and automation platform adoption. Will lead and own the retention, service revenue, and customer satisfaction across all of Rexel’s automation customers. The Manager Customer Success & Recurring Revenue Services will build and mentor a team that drives retention, expansion, and exceptional customer outcomes.

Requirements

5+ years of sales experience with customers in a commercial and/or technical capacity
Experience selling or packaging recurring services and contracts within a distribution or Value-Added Reseller (VAR) model
Demonstrated sales experience and/or operational exposure in the electrical distribution, industrial automation, or similar XaaS (Anything as a Service) industry
Customer-management experience
Experience developing and implementing sales strategies
Experience leading customer success teams or equivalent
Experience with understanding customer buying behaviors and processes
High School or GED - Required
Ability to sell services in addition to developing strong customer and supplier relationships
Understanding of Services offerings and the value they deliver to customers
Exposure and understanding of TSIA’s Customer Success LAER model, and how to implement in the Rexel’s Services environment
Comprehension of the needs and requirements of customers to bring strategic value to them
Knowledge of how services are organized and delivered to industrial customers
Excellent interpersonal communications, analytical and problem solving, organizational and written/verbal communication skills required
Ability to learn processes and concepts and to understand technical functions quickly
Effective prioritization, multi-tasking, time management and project management skills
Strong commercial business acumen
Strong collaboration skills to foster open dialogue work with cross functional teams and internal/external stakeholders
Ability to write technical documentation, develop training programs, and run on-site training sessions
Familiarity with contract structures for service level agreements and warranty terms in distribution or Value-Added Reseller (VAR) channels

Nice To Haves

Sales leadership experience a plus, preferably in software and services sales
4 Year / Bachelor's Degree - Preferred

Responsibilities

Build, develop and lead a team responsible for customer success inclusive of customer success specialists and customer success managers
Define and execute a services and post-sales strategy tailored to industrial automation hardware and software portfolio covering onboarding, commissioning support, preventive maintenance programs, spare parts, field service, and retrofit/upgrade services, contract usage and expansion, and maximizing customer life cycle value
Maintain strong relationships with supplier partners for insights, strategy alignment, and technical/commercial escalations
Execute a process for the Customer Success team to lead executive business reviews for strategic accounts presenting contract utilization, ROI, and other key customer performance indicators
Implement, standardize, and continuously optimize Customer Success processes to drive efficiency, consistency, and scalability across the customer lifecycle
Lead the design, deployment, and ongoing enhancement of technology, tools, and automation that support Customer Success operations and improve team productivity
Track KPIs and implement continuous improvement initiatives to drive acceleration of Rexel’s recurring revenue
Recruit, train, and develop staff appropriately to support electrical/mechanical automation customers
Work with Marketing to develop training materials, technical documentation, case studies, and expanded service offerings

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
HSA Accounts
Commuter Transit Benefits
Additional Optional Insurance such as Pet Insurance, Legal Assistance, Critical Illness, Home and Auto Insurance to name a few.
Employee Discount Programs
Professional Training & Development Programs
Career Advancement Opportunities – We like to promote from within