Customer Success Specialist

Job Description

Position Overview About the Autodesk Customer Success Specialist Team: We are a fun, driven and successful team. The ACS Customer Success Specialists’ (CSS) sole focus is to successfully manage renewals for small and medium-sized businesses by driving product and process adoption. We do this by helping our customers successfully utilize their Autodesk Construction Solutions software and derive the maximum benefit from their Autodesk investment and... come back for more! This is a chance to be a part of one of the newest growth segments for Autodesk with the Autodesk Construction Solutions Customer Success organization. The Customer Success Specialist will help drive onboarding, adoption and retention of some of the leading construction solutions in the market by providing post-sales guidance directly to customers in a select sales territory. The role will partner with Sales on account and territory planning and provide customer health leadership, handle escalations on at-risk customers, strategize on one-to-many many Customer Success Initiatives, drive product enablement and be a resource on how best to leverage Customer Success Resources. Plus, you will become a knowledgeable asset in construction software looking to transform a multi-trillion industry!

Responsibilities

• Promote overall customer satisfaction, product adoption, retention, and renewals
• Drive customer renewals by engaging customers to drive usage and adoption of our solutions in the onboard, adopt and renew space so they derive maximum value from their investment in Autodesk Solutions
• Identify new opportunities to position long term subscriptions for qualified customers
• Develop plans for “at-risk” customers
• Travel is required in the role of CSS at Autodesk. Attendance is mandatory at corporate, regional and local customer as directed by your manager
• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Autodesk solutions and associated business benefits to address their needs
• Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success
• Identifying opportunities to expand relationships, up-selling/cross-selling new products.
• Requires an elevated level of influence over the customer lifecycle through renewal
• Develop a comprehensive needs assessment for custom training initiatives
• Contribute thought leadership and best practice, both internally and externally, around business transformation and end user adoption
• Document all customer opportunities and customer activity in Salesforce
• Conduct customer quarterly business reviews
• Deliver accurate forecasts weekly to ensure our success against plans and targets

Preferred Qualifications

• You have previous experience in a software (SaaS) sales, renewals or customer success position
• You are enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationships with customers and peers
• Have a collaborative and consultative work style, the ability to thrive in a high volume, highly dynamic work environment and love being in a customer facing role
• Experience driving [software] user adoption and/or renewals
• The ability to work in a complex multi hierarchical sales org. Experience working during, pre or post company acquisition is a plus
• Ability to understand software integrations and navigate channel and integrated partner networks
• You are seeking a great company culture with career advancement opportunities
• You are goal oriented and have previous success in a technology sales position
• Curiosity – someone who wants to learn and is naturally curious
• You have an elevated level of integrity, self-motivated and driven to high performance
• You have strong problem-solving abilities and emotional intelligence when establishing trust with the customer
• Knowledgeable about how 2D architectural, engineering and construction drawings are made and modified with and without models is a plus
• Familiar with processes for scheduling and estimating is a plus
• Familiar with how contractors work in the project flow from bidding to closeout and what they focus on for successful projects
• You understand how contractors partner with Owners, Designers, Subs, and others and how they manage them to earn profits.
• Companies and products to be familiar with:
• Revit, BIM3 360, Navisworks
• Procore, PlanGrid, Filedwire, Raken
• ISqFt, SmartBid

Minimum Qualifications

• 2-6 years relevant experience
• Background needs to be in customer-facing roles including account management, customer support, product management and sales
• Experience in the software or SaaS sales or renewals environment
• Strong empathy for customers AND a passion for revenue and growth
• Excellent interpersonal skills will be needed in order to build strong relationships, particularly with field organizations and business partners, which will be critical to success
• Relevant Bachelor’s degree preferred, but not required
• Experience in managing issues, scope, and quality while bringing areas of responsibility and tasks to completion under strict deadlines
• Ability to forge strong customer relationships and insights over the phone
• Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
• Highly proficient computer skills including internet, SFDC, email, MS Word, Excel, PowerPoint
• Highly skilled at multi-tasking with the ability to quickly adapt and learn
• Ability to think outside the box as needed with an instinct for innovation
• Ability to build collaborative relationships within sales as well as sales support to facilitate better customer experience
• Ability to link business processes with product/technical solutions · Experience with complex, escalated customer situations, ability to navigate large organizations and gain executive level buy-in

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