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Senior Manager, CSM Operations
Autodesk
San Francisco, CA, United States
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Position Overview
The Customer Success Management (CSM) team delivers services that help our enterprise customers implement and adopt Autodesk technologies faster and more effectively. By driving adoption within this strategic customer segment, Customer Success Services plays a major role in increasing overall adoption as well as customer loyalty and lifetime value.
The role of Senior Manager for Customer Success Management (CSM) Operations is key member of the leadership team reporting to the Sr. Director of WW Customer Success. This leader will initially have a small staff of execution-minded team members who will support the execution and performance management of the worldwide Customer Success Management team. The role will be supporting all operational activities spanning financial and operational data reporting as well as creating cadences of review of customer-oriented metrics and deliverables. As the team charter expands, additional resources will be added to accommodate growth in responsibilities.
Responsibilities
• Lead and manage the team involved in supporting Customer Success Management Operations
• Partnering with Customer Success leadership team to operationalize strategy and drive performance on KPIs for Customer Success - what are they, how do we measure them, how do we perform against them
• Work alongside the Finance Operations teams to prepare and deliver OPEX trends in spending to deliver insight and work with the leadership team to drive actions and decisions
• Prepare and deliver cadence of review for Customer Renewals and new opportunities, identifying risk and deliver insights to the leadership team working alongside finance teams
• Help build models for CSM capacity, streamline processes and report out on hiring progress
• Drive team requirements alongside data scientist staff to contribute to new models for customer engagement and maturity models
• Create a cadence of review for both Customer escalations and Customer Metrics and leverage a performance management framework
• Leverage Program and Project management resources on other teams to execute special projects
The Ideal Candidate
• You are a self-starter that thrives in the face of challenge. You are relentless in clearing obstacles with a resourceful and collaborative approach to problem-solving
• Maniacal attention to details, balanced with the ability to absorb large amounts of information and be able to distill this down into essentials
• You display high energy, maintain a positive attitude, have contagious enthusiasm and a sense of humor that helps you and those around you adapt to the changing business environment
Minimum Qualifications
• 8-10+ years of experience in managing operational details of a services business line that is customer facing (sales or professional services)
• Expert level knowledge in creating, organizing operational KPI’s, OPEX targets and driving performance management and processes of a global service practice
• Comfortable in guiding team around creation of capacity models based on customer segmentation, revenue and customer analytics
• Exceptional verbal and written communication including the ability to work with technical and non-technical audiences
• Expert capabilities in PowerBI, Excel, Salesforce, and equivalent enterprise financial systems
• Proven experience working in a high-paced environment and known as a leader who focuses on outcomes to drive the business operations
• Demonstrated experience in presenting and advocating for customers by supporting operational outcomes
• Minimum BS in Accounting, Finance, business or equivalent work experience
• Some travel required
About Autodesk
Autodesk is a global leader in 3D design, engineering, and entertainment software, committed to helping people imagine, design, and create a better world. Autodesk is uniquely positioned to contribute by providing customers with technology, tools, training, and inspiration to design a better world for the 7 billion people living on the planet.
We are on a multi-year journey to move our technology and tools from the desktop to the cloud. This will require changing the way we develop, sell, and operate our products, and is a prerequisite for helping our customers radically improve the way their products are designed, built, and used.