Customer Success Renewals Specialist – Support Contracts (North America)

About the role

Rockwell Automation is hiring a Renewals Specialist in Mexico City to manage a focused portfolio of customer accounts and ensure the renewal of support contracts for North American customers. The role works remotely through telephone, email, Gainsight and CRM workflows, and partners with Customer Success, Sales, Channel and Operations teams to support recurring revenue and retention goals.

Key responsibilities

• Manage a defined portfolio of accounts, focusing on renewing support contracts on time and in full.
• Engage customers and channel partners before contract expiration, sending renewal expiration notifications.
• Communicate contract coverage, renewal options, timelines and the value of continued support services.
• Work toward renewal rate, churn and forecasting indicators set by leadership.
• Use Salesforce to manage renewal opportunities, track progress, maintain contract data, exchange quotes and support forecasting.
• Partner with Partner Success Managers to align renewal strategies with channel partners.
• Collaborate with Sales, Channel, Contracts and Operations on pricing, terms, documentation and renewal execution.
• Provide first-line support for renewal inquiries and escalate renewal risks early.

Required profile

• Bachelor's degree.
• Preferred: 1-2 years of experience in Renewals, Customer Success, Inside Sales, Sales Operations or Contract Management.
• Preferred: experience supporting North America-based customers.

Required skills

• Experience with CRM tools such as Salesforce for opportunity management, forecasting and reporting (preferred).

What we offer

• Mindfulness programs with a premium membership to Calm.
• Paid volunteer time off after 6 months for eligible employees.
• Volunteer and donation matching program.
• Employee Assistance Program and personalized wellbeing programs.
• On-demand digital course library and other local benefits.
• Hybrid work, with office presence on Mondays, Tuesdays and Thursdays unless there is a business reason to be out of the office.