Job Requisition ID # 21WD52634 Position Overview The Customer Success Specialist (CSS) is a strategic post-sales role to drive on-boarding, adoption and retention of our most at-risk and valuable INDIRECT accounts by providing guidance and resources directly to customers that demonstrates business value from their Autodesk investment.
A CSS will partner with sales teams, reseller partner ecosystems, technical support, client services, etc. in a select sales market and territory.
A CSS will help identify expansion opportunities as a part of their customer engagement and promote those opportunities to the appropriate sales channel to drive and transact.
Responsibilities + Drive a high volume of quality engagements via phone, e-mail, social media, and other mechanisms with various customer contacts to maximize impact on customer success+ Collaborate effectively with sales teams and both internal and external partners to achieve renewal and expansion of the business relationship with at-risk and high value customers+ Develop and execute a territory plan to effectively utilize available resources, manage time and resources effectively, and achieve or exceed assigned targets and goals+ Drive or support the closure of renewals together with reseller partners within an assigned territory, industry or market+ Discover through customer engagement the customer's business challenges specific to their industry+ Support a customer's journey through onboarding, adoption, retention, and expansion to achieve customer success+ Leverage an understanding of customer success principles, approaches and metrics when working with at-risk customers+ Articulate business workflow and industry trends that impact the customers business challenges+ Utilize people and technology resources appropriately to correctly assess risk of retention for assigned renewal opportunities+ Employ provided technology solutions to document all customer opportunities and customer activity+ Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success, together with reseller partners and internal sales teams+ Build strong relationships for business planning with extended team+ Identify opportunities for expanding Autodesk's business with a customer and transfer the expansion opportunity to the appropriate sales team member and / or reseller partner for follow up and next steps+ Respond to partner and customer inquiries in a professional and prompt manner+ Build strong customer and reseller partner relationships for repeat business+ Forge strong customer relationships and insights over the phone+ Prioritize, multi-task and perform effectively under pressure+ Link business processes with product and technical solutions Minimum Qualifications + Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint)+ Experience with Salesforce or another CRM Software preferred+ Experience in the software or SaaS sales or renewals environment Preferred Qualifications + Background needs to be in customer-facing roles including account management, customer support, project management, customer success, or sales+ Strong empathy for customers AND passion for revenue and growth+ Program or Project Management skills are an asset+ Excellent interpersonal skills will be needed to build the strong relationships, particularly with field organizations and business partners, which will be critical to success+ Experience in managing issues, scope, and quality while bringing areas of responsibility and tasks to completion under strict deadlines+ Highly skilled at multi-tasking with the ability to quickly adapt and learn.
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