Senior Customer Success Specialist

Autodesk; Oregon (IL); On-site; USD 112,000 - 163,000; Full time

Job summary

Autodesk is seeking a Senior Customer Success Specialist focused on managing renewals and driving product adoption for small and medium-sized businesses. The ideal candidate will have substantial experience in customer success or renewals within a software environment, working collaboratively with sales and providing valuable insights to enhance customer satisfaction. This role requires excellent problem-solving skills and the ability to influence customer success strategies effectively.

Qualifications

• 4+ years in customer success or renewals.
• Track record of success in driving product adoption.
• Experience in a software company is required.

Responsibilities

• Promote customer satisfaction, product adoption, and renewals.
• Develop comprehensive understanding of customer challenges.
• Conduct quarterly business reviews and deliver forecasts.

Skills

Customer Success

Sales Experience

Problem Solving

Influencing

Education

Experience at a software company

4+ years customer success or renewals experience

Job description

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Position Overview

The Autodesk Water Infrastructure 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 Water Infrastructure software so

Job Requisition ID #

25WD88930

Position Overview

The Autodesk Water Infrastructure 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 Water Infrastructure software so

they can derive the maximum benefit from their Autodesk investment and... come back for more! The role will partner with the Sales team 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.

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
• 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 & Outreach
• Conduct customer quarterly business reviews
• Deliver accurate forecasts weekly to ensure our success against plans and targets
• Assist team members in sorting out and understanding data discrepancies between sources of information.
• Host monthly best practice review call. This could be a debrief of a recorded call, reviewing the aspects that worked well or could’ve been improved. Best practices will be documented in a easy to use access repository
• Back up support for Renewal Manager
• Representative of the CSS team in cross functional meetings; report meeting outcomes to the rest of the team.
• Coach new hires on best practices. Coach existing team members on call prep and effective meeting management.
• Product specialization
  
  

Minimum Qualifications

• 4+ years customer success, renewals, and or inside-sales experience (individual contributor role)
• Documented track record of success
• Experience at a software company
  
  

The Ideal Candidate

• 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
• Ability to prioritize, multi-task and perform effectively under pressure
• Have an elevated level of integrity, self-motivated and driven to high performance
• Understanding of customer success principles, approaches and considerations
• Experience with complex, escalated customer situations, ability to navigate large organizations and gain executive level buy-in
• Have strong problem-solving abilities and emotional intelligence when establishing trust with people
  
  

Learn More

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based sales roles, we expect a starting On-Target Earnings (OTE) between $112,100 and $162,250. OTE is comprised of base salary plus commission target for sales roles. Offers are based on the candidate’s experience and geographic location and may exceed this range. In addition to base salaries and/or OTE for sales roles, we also have a significant emphasis on annual cash bonuses, stock grants, and a comprehensive benefits package.

Sales Careers

Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

Are you an existing contractor or consultant with Autodesk?

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development, Design Services, and IT Services and IT Consulting

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