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Customer Success Manager
Autodesk
Boston, MA, United States
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Description
Customer Success Manager
JOB # 16WD21887
Office Location: Boston MA
Contact: Glen Beaton glen.beaton@autodesk.com
For more than 30 years, Autodesk has helped designers, engineers, visual artists, students and makers imagine, design and create a better world. Advances in accessible 3D design and fabrication technology are disrupting the design, engineering and entertainment professions as we know them. As a result, Autodesk is expanding beyond our design roots and applying our industry insights to usher in a new era of making things. Over 100 million people use Autodesk software to unlock their creativity and solve important design, business and environmental challenges. Our software runs on both personal computers and mobile devices and taps the infinite computing power of the cloud to help teams around the world collaborate, design, simulate and fabricate their ideas in 3D.
Given Autodesk’s recent Business Model Transformation, we are looking for Customer Success Managers across the US to help Autodesk’s customers with Enterprise Business Agreements (EBAs) drive long-term success by executing an array of services to accelerate customer business goals and drive adoption. This is an exciting opportunity to unequivocally influence our customers, and Autodesk’s, success.
Responsibilities/duties:
• Acts as the single point of contact for Autodesk and key customer stakeholders within EBA accounts, the CSM drives post-sale account management and customer relationship development while providing strategic advisory services and coordinating support to maximize a customer’s return on investment in Autodesk solutions.
• Utilizes a combination of industry knowledge, business strategy expertise, product knowledge and account management experience to help Autodesk’s customers innovate more quickly and gain a competitive advantage in the marketplace.
• Accelerates adoption of new solutions by helping prioritize projects and support activities that deliver the best ROI within the shortest timeframe.
• Establishes measurable criteria for success and assists in building organizational alignment.
• Develops and maintains a strategic roadmap with a select group of named accounts to ensure the successful and broad adoption of Autodesk solutions.
• Collaborates with internal subject matter experts to translate customer business/technical challenges into business solutions based on Autodesk products & services, augmented with 3rd-party technology as required.
• Becomes established as a trusted advisor and industry thought leader through identifying, creating, and promoting compelling insights related to area of expertise.
• Collaborates with the consulting and support services teams from proposal through delivery, including identifying and ensuring delivery and adoption risks are managed.
• Creates and coordinates account documentation including reports, proposals, business assessments and recommendations.
• Develops and maintains close relationships with key management sponsors within a select group of names accounts (from key users to CXO).
• Accountable for post-sale account management and drives account growth strategy with wider account team members (Sales, Delivery, ISM, PDG).
Requirements:
• A Bachelor’s degree or MBA.
• Minimum of 5+ years working in customer-facing organizations, preferably from a Computer Software/Cloud Computing/SaaS-based environment.
• Working knowledge of the Architecture, Construction, & Engineering (AEC) and/or Manufacturing industries (desirable).
• Experienced with account management, post-sales, and sales.
• Deep understanding of value drivers in recurring revenue business models.
• Strong financial acumen including analytical and process-oriented mindset.
• Willing to travel ~60% of time in order to achieve projected goals.
Qualities/traits:
• Strong empathy for customers and passion for revenue and growth.
• Driven: No one needs to push you to excel; it’s just who you are.
• Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
• Ability to manage influence through persuasion, negotiation, and consensus building.
• You want to help and serve our customers: They win, so you win.
• Enthusiastic and creative leader with the ability to inspire others.
• Excellent communication and presentation skills.