Senior Customer Success Manager

Position Overview

The Autodesk Senior Customer Success Manager (CSM) helps Autodesk’s customers with Enterprise Business Agreements drive long-term success by executing an array of services to accelerate customer business goals and drive adoption. Acting as the single point of contact for Autodesk teams and key customer sponsors within EBA accounts, the CSM drives post-sale account management and customer relationship development while providing strategic advisory services and coordinating support to maximize a customer’s return on investment in Autodesk solutions. The CSM utilizes a combination of industry (AECO) knowledge, business strategy expertise, product knowledge and account management experience to help Autodesk’s customers innovate more quickly and gain a competitive advantage in the marketplace.

Responsibilities

• 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 escalate critical issues with clear recommendations

• Builds and maintains deep customer relationships

Minimum Qualifications

• 5+ years in customer facing roles working with large complex customers

• Ability to operate in a dynamic environment, which means multitasking as priorities evolve

• Collaborates and coordinates across multiple stakeholders

• Program or Project Management skills

• Customer Empathy & Customer Mindset

• Strong communication skills and can articulate complex ideas across diverse audiences

• Ability to influence across teams

• Industry (architecture, engineering, and/or construction) experience

Preferred qualifications

• Curiosity to continually learn

• Background in customer facing roles including account management, customer support, project management, customer success, or sales

• Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment

• Proactive and takes accountability within their book of business

• Ability to adapt to change

• Build rapport and understand diverse perspectives within the account team to foster deep trust and a collaborative environment

• Experience with complex, escalated customer situations, ability to navigate large organizations and gain executive level buy-in
   

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