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Program Manager, Customer Success
Autodesk
San Francisco, CA, United States
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Program Manager, Customer Success
Location: San Francisco, CA- United States
Job ID: 18WD30690
Position Overview
The Customer Success Practice team is responsible for building the infrastructure that supports our globally distributed Customer Success organization, including tools, processes, systems and technology. We educate and train our customers, our colleagues in Customer Success, to be adept and better skilled at their jobs by utilizing analytics, platforms, and workflows. We help keep the Customer Success organization in sync and working collaboratively together.
As a Program Manager in CS Practice, you will apply your experience and aptitude to help develop our system capabilities, best practices, tools and process flows, to better serve our external customers. Since Autodesk converted to a subscription-based business model, we are helping our clients innovate more quickly, accelerate adoption of new solutions, achieve strategic goals and drive long-term success, and manage change with minimal risk.
Responsibilities
• Apply Customer Success practice to the Autodesk Mid-Market segment, to develop a well-structured set of programs, starting with health and risk assessments across the account portfolio
• Design and leverage Health Scores and insights to this segment and develop optimized lifecycle phases and touchpoints delivering high retention rates
• Identify and connect with stakeholders to define the business segment requirements, and convert feedback and thinking into programmatic requirements
• Leverage the Customer Success platform (Gainsight) to help collaboration across account teams and touchpoints, measuring activities and leading indicators to continually assess account and portfolio health
• Conduct Training Needs Analysis, anticipating future training demands & develop plans accordingly to meet the needs of the business
• Developing a change management plan by partnering with stakeholders to understand the business requirements and provide direction on the recommended training solutions
• Drive overall quality improvements within CS training by setting the benchmark & ensuring best practices in training tools and techniques are adhered to at all times
Minimum Qualifications
• Advanced knowledge of customer success, segmentation, systems development and rollout experience, and change management disciplines
• Strong negotiating, influencing and facilitation skills
• Ability to learn and adapt to new techniques and technologies
• The ability to work under pressure, prioritize work, meet targets and escalate when appropriate
• Ability to work effectively in a matrix environment and manage multiple stakeholders
• Excellent active listening, root cause identification and interpersonal skills
• Good communicator and able to influence people
• Good team player and able to operate independently
About Autodesk
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.