Manager Customer Success & Recurring Revenue Services

Company Description

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 in the United States through eight Regions that go to market under various banner and trade names, including Rexel, Rexel Automation, Gexpro, Mayer, Talley and Platt Electric Supply. In addition to an online store, Rexel USA has a distribution network of over 460 warehouse storefront locations throughout the U.S.

Job Description

We are looking for a Manager Customer Success & Recurring Revenue Services to join our Rexel team Remotely within the USA!

Summary:
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.

What You'll Do:

• 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
• Key success metrics include:
• Customer retention, (logo and revenue), Net Revenue Retention (NRR)
• Service contracts attach/expansion rate and Net New Revenue (NNR)
• Customer Churn
• Net Promoter Score (NPS) for service engagements and CS team
• Other duties as assigned

Job Duties Disclaimer:
The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time. The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrate commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Rexel USA.

Qualifications

What You'll Need

• 5+ years of sales experience with customers in a commercial and/or technical capacity
• Sales leadership experience a plus, preferably in software and services sales
• 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