This job has expired, please see additional jobs below
Customer Success Manager
Autodesk
Denver, CO, United States
Job Details - this job has expired, please see similar jobs below
Description
OMPANY:
Autodesk Inc.
TITLE:
Customer Success Manager
JOB FUNCTION:
WWSS Global Services Consulting
CLASSIFICATION:
EXEMPT
GRADE:
TBD
CANDIDATE LOCATION:
Denver Metro
WORK LOCATION:
Downtown Denver
TERRITORY:
TBD
TRAVEL
As required- Aprx 25%
WHO WE ARE
Autodesk, Inc., is a leader in 3D design, engineering and entertainment software. Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of 3D software for global markets.
Customers across the manufacturing, architecture, building, construction, and media and entertainment industries—including the last 21 Academy Award winners for Best Visual Effects—use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. From blockbuster visual effects and buildings that create their own energy, to electric cars and the batteries that power them, the work of our customers is everywhere you look.
Through our apps for iPhone, iPad, and Android, we're also making design technology accessible to Enterprise professional designers and amateur designers, homeowners, students, and casual creators — anyone who wants to create and share their ideas with the world.
We are growing our Customer Success Management Organization and will be adding new team members in our Downtown Denver Office. This is an exciting opportunity to unequivocally influence our customers, and Autodesk’s, success.
WHO WE’RE LOOKING FOR
• You are a passionate customer advocate who deeply cares about the customer’s experience and success.
• You get how hard new technology implementation and adoption can be and can support customers thru those challenges with empathy
• Your ability to truly listen to a customer’s needs and concerns and translate them into defined business objectives is legendary.
• You are a program management guru- managing an implementation plan for several customers simultaneously is what you do.
• You understand how to help customers drive enterprise wide adoption of new SaaS technologies
• You’re a helper, a thinker and problem solver
• You’re a teacher, an advocate and a strong change leader.
• You are able to identify and appropriately route new sales opportunities that arise that are outside the original scope of work
• You really really like cutting edge technology.
Customer Success Manager- Downtown Denver Office
Role & Responsibilities:
As an Autodesk Customer Success Manager- you’ll be working with incredibly talented people and industry leaders in a collaborative, team-oriented culture that is stimulating, challenging and rewarding. Real Customer Success comes from the heart- and we continuously strive to put that heart in each and every one of our customer success interactions –the foundation of our CSM culture and our mantra is Customers First!
In this role you will own and build long-term strategic relationships with our customers to ensure that they realize the full value from their investment with Autodesk.
As THE post-sales key account relationship owner you will be the single point of contact for Autodesk Key Customers to ensure customer success thru the accelerated adoption of Autodesk Software [SaaS] solutions and client satisfaction and success.
• Program Management- Develop and or implement a strategic customer adoption roadmap
• Manage specific measurable adoption deliverables to ensure the successful and broad adoption of Autodesk solutions
• Execute Enterprise Business Agreements
• Serve as a customer advocate, functioning as a liaison between our customers and all internal Autodesk support and technology teams
• Collaborate with internal ADSK teams to translate customer business/technical challenges into business solutions
• Drive long term customer success by executing an array of services to accelerate achievement of customer business goals and drive adoption.
• Prioritize projects and support activities that deliver the best customer ROI within the shortest timeframe.
• Collaborate with the sales and support service teams
• Create and coordinate account documentation including reports, proposals, business assessments and recommendations.
• account retention and the efficient implementation of Autodesk technology solutions.
• Increasing Customer adoption, ensuring retention, and satisfaction.
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
• Develop, prepare, and nurture customers for advocacy.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Work to identify and/or develop upsell opportunities.
• Advocate customer needs/issues cross-departmentally.
• Program manage account escalations.
• Educate customers on the value they can generate from the deep adoption of their Autodesk solutions
• Ensure customers employ best practices to ensure the ADSK solutions are optimized for maximum value
Qualifications
• 5+ years’ experience in a customer facing, Customer Success Management, Account Management, Business Analyst, Sales Support or equivalent role.
• Experience with Salesforce or other CRM platforms.
• Strong empathy for customers AND passion for revenue and growth
• Proven ability to adapt to change
• Proficient in MS Office software.
• Prior experience in closing sales deals at the executive level a plus
• Previously responsibilities have included customer satisfaction, adoption, and retention.
• You have a “customer first “mindset bordering on the obsessive!
• Previous experience executing Enterprise Business Agreements (EBA’s) or Service Level Agreements (SLA’s)
• Impeccable written and verbal communication skills.
• Detail oriented and analytical.
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
• Previous experience driving all post-sale account management activities and customer relationship development
• Previous experience providing strategic advisory services and coordination of support to maximize a customer’s return on investment in Autodesk solutions.
• Previous experience helping customers innovate more quickly and gain a competitive advantage in the marketplace
• Ability to travel as required
Preferred Qualifications
• Proven ability to drive continuous value of our product(s).
• Familiarity working with clients of all sizes.
• Previous experience implementing software applications and/or providing strategic advisory services and account management services
• Previous experience with cloud-based/SaaS solution offerings
• Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, sales and marketing experts
• Excellent organization, project management, time management, and communication skills
• Ability to quickly grasp and distinctly explain technological and business concepts
• Ability to lead cross function business and technical teams to provide timely issue resolution
• Proven ability to build and sell business cases to customer teams
• Strong understanding of business processes and their implementation into enterprise applications
• IT industry experience preferred, with a client focus
• Highly collaborative, strong interpersonal, listening and relationship building skills; demonstrated customer focus mentality
• Strong organization, planning and time management skills
• Proven client relationship management skills at a senior level
• Ability to problem solve and bring timely resolution to issues
• Knowledge, understanding and keen interest in technology
• Bachelor’s degree or equivalent experience in computer science, business, or related field
• (Masters preferred)