Senior Customer Success Manager
WFA Digital Insight
As the demand for digital skills and remote work expertise continues to soar, Autodesk's Senior Customer Success Manager role stands out in the current market. With the global customer success market expected to grow by 25% annually, professionals with a strong background in customer-facing roles are in high demand. This role at Autodesk offers a unique opportunity to leverage industry knowledge and business strategy expertise to drive customer success and innovation. Before applying, candidates should be aware that a deep understanding of the AECO industry and strong communication skills are essential for success in this position.
Job Description
About the Role
The Senior Customer Success Manager at Autodesk plays a pivotal role in driving long-term success for the company's customers with Enterprise Business Agreements. This involves executing a range of services designed to accelerate customer business goals and drive adoption of Autodesk solutions. As the single point of contact for Autodesk teams and key customer sponsors within EBA accounts, the Senior Customer Success Manager is responsible for post-sale account management and customer relationship development.The role requires a unique blend of industry knowledge, business strategy expertise, product knowledge, and account management experience to help customers innovate more quickly and gain a competitive advantage in the marketplace. The Senior Customer Success Manager will work closely with cross-functional teams to execute success plans and drive adoption of Autodesk products.
Autodesk's commitment to customer success is reflected in its comprehensive approach to customer relationship management. The company recognizes that building deep customer relationships is crucial to driving long-term success and maximizing the customer's return on investment in Autodesk solutions.
What You Will Do
- Conduct collaborative success planning engagements to understand customers' strategic business initiatives and build out a customer success plan
- Mobilize a cross-functional team to execute success plans, make progress against customer's strategic business initiatives, and drive adoption of Autodesk products
- Develop and deliver business reviews for diverse stakeholders, adeptly communicating the progress and tracking value against the success plan
- Proactively identify and mitigate risks to customer sentiment and value delivery, developing contingency plans and escalating critical issues with clear recommendations
- Build and maintain deep customer relationships
- Utilize industry knowledge and business strategy expertise to help customers innovate more quickly and gain a competitive advantage
- Coordinate support to maximize a customer’s return on investment in Autodesk solutions
- Drive post-sale account management and customer relationship development
- Collaborate and coordinate across multiple stakeholders
- Develop strategic advisory services to support customer success
What We Are Looking For
- 5+ years of experience in customer-facing roles working with large, complex customers
- Ability to operate in a dynamic environment, which means multitasking as priorities evolve
- Collaborative and consultative work style, with the ability to thrive in a high-velocity, highly dynamic work environment
- Strong communication skills and the ability to articulate complex ideas across diverse audiences
- Customer Empathy & Customer Mindset
- Program or Project Management skills
- Ability to influence across teams
- Industry experience in architecture, engineering, and/or construction
- Ability to adapt to change
- Experience working in remote or distributed teams
Nice to Have
- Curiosity to continually learn and stay up-to-date with industry trends and developments
- Background in customer-facing roles, including account management, customer support, project management, customer success, or sales
- Experience with complex, escalated customer situations and the ability to navigate large organizations and gain executive-level buy-in
- Build rapport and understand diverse perspectives within the account team to foster deep trust and a collaborative environment
Benefits and Perks
- Competitive compensation package, including base salary and annual cash bonuses
- Comprehensive benefits package, including health insurance, retirement planning, and paid time off
- Remote work stipend and support for home office setup
- Opportunities for professional development and growth within the company
- Collaborative and dynamic work environment with a team of experienced professionals
- Access to the latest Autodesk products and technologies
- Flexible working hours and work-life balance
- Recognition and reward programs for outstanding performance
How to Stand Out
- Develop a strong understanding of the AECO industry and its trends to stand out in the application process.
- Highlight your experience in customer-facing roles and ability to work with large, complex customers.
- Be prepared to provide examples of your ability to operate in a dynamic environment and multitask as priorities evolve.
- Showcase your strategic advisory skills and ability to develop and deliver business reviews for diverse stakeholders.
- Emphasize your ability to adapt to change and work in a high-velocity, highly dynamic work environment.
- Tailor your resume and cover letter to the specific requirements of the role, highlighting relevant industry experience and skills.
- Prepare for common customer success interview questions, such as 'How would you handle a difficult customer?' or 'Can you describe a time when you had to mitigate risks to customer sentiment?'
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