Job Requisition ID #
20WD43240

Customer Success @ Autodesk

In the Customer Success Organization, keeping and delighting our Customers are our most important tasks. We believe in a complete cycle of customer success, improved revenue, and overall company growth. In our business model transformation, we understand driving continuous adoption of our technology is paramount to a successful engagement with our Customers and as such we have created a Customer Success Team focused on increasing adoption of our solutions, ensuring our customers are successfully meeting their business goals.

Position Overview

Do you thrive in a team environment? Are you self-motivatedwith a passionto "figure things out"? Can you translatesalesstrategy and goals into concrete actionable steps that your team can execute?

TheCustomer Success Specialist Manager(CSS Manager)role requires a highly organized and disciplined individual who will work collaboratively across many organizations to strategize and develop processes and playbooksto drive Customer Successinitiatives and renewals businessas scale. The candidate must be a strong coach andleader andbe extremely process-oriented and efficient.TheCSS Managerwillhire, train, support and manage the Customer Success Specialist(CSS)Team (team of 6-12FTE's in Denver)to drive onboarding, adoption and retention of high-risk customers. This rolewillsetsales & subscriptions targets and isdirectly and indirectly responsible for a large percentage of overall revenue.The CSS Manager will establish, manage and refine post-sales processes to drive increased renewal rates (RR), enable team members to havecustomerbusinessconversations to drive customer health, and secure revenue by leading a teamwith responsibilities in closingsubscription renewals.

Responsibilities

• Leadand managethe activities ofaCSS team that engages with high risk subscription customers to drive usage,adoptionand retentionof Autodesk Solutionsto retain the customersand identify expansion opportunities within the account
  
• Responsible forhiring, coaching, developing talent, team culture and performance management in a SaaSenvironment
  
• Direct team with corporate goals anduseSMART goals to deliver results
  
• Build and refine reporting and processes for the CSS team to manage a portfolio of a few hundred customerswith direct customerinteractionsvia phone, email and virtual meetings
  
• Enable the CSS team members to have customer conversations that drive customer health in the onboarding, adopting, and retention phases of the subscription life cycle
  
• EnsureCSSteam members have the skills and competencies to accurately assess a customer's level of risk for retention and renewal using various digital assessment tools,reportsand customer input
  
• Holdthe CSSteam accountable to drive and close renewals within an assigned territory, industry or market and ensureevery interactionmeetsthedesired customer outcomeinsubscribing to Autodesk's solutions
  
• Knowledge and working understanding of the customer's lifecycle and customer's journey post-purchase, the latest post-sales customer success and renewals sales tools, techniques, and methodologies
  
• Maintainknowledge of the organization's products and services, andcollaboratewith Autodesk'sinternalSales, Support, Professional Services, Operations, and Marketingas well as our external reseller network as needed
  
• Partner with Sales (Sales teams, Partner Ecosystem, Technical Support, Client Services, Etc.) on account and territory planning as appropriate to promote a positive customer experience
  
• Work closely with Digital Customer Success to influence digital content and delivery to improve customer health
  

• 1-3years Customer Success, Renewals, or Inside Sales Management experience (people management)
  
• 3+ years customer success, renewals, and or inside-sales experience (individual contributor role)- with documented track record of success
  
• SaaS renewal experience
  
• Previous experience using Salesforce.com
  
• Previous project / program management experience- resulting in driving operational efficiencies
  
• English Language- Excellent written and verbal communications skills
  
• Excellent interpersonal skills-willingness to appropriately explain difficult issues; ability to think quickly.
  
• Previoussales forecasting experience- ability to accurately report on territory /account activity
  
• Ability to thrive in a fast growing/fast paced environment delivering accuracy while managing to deadlines where adaptability is imperative.
  
• Ability to prioritize workload and manage multiple projects and tasks
  
• Sound business acumen
  
• Ability to work independently-andin a structured, disciplined sales environment
  
• Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint)
  
• Experience with Salesforce or another CRM Software preferred
  

• At this time, we are only considering candidates currently living in the Denver Metro / Front Range Area
  
• TOOLS:Salesforce,Excel,Qlikviewand other key customer data and business intelligence tools.
  
• Education Level:Bachelor's Degreefrom4-yearCollege/University or equivalent experience preferred
  
• FieldofStudy:Information Technology, Engineering, Construction Management, Sales/Marketing, or similar
  
• Formal training in consultative sales techniques; Experience with a sales methodology and CRM solution is advantageous