The role is focused on ensuring our customers' success, driving growth/adoption of our technology as well as boost renewals and gleaning strategic insights that improve our product value. This is an exciting opportunity to unequivocally influence our customers, and Autodesk’s, success.
Reporting to the Vice President of Premium Support Services, the WW Premium Support Director, Support Account Management role is a high impact leadership position. It’s where strategy meets execution. You will help us evolve our customer success strategy by creating and implementing processes that help our customers maximize success. You’ll lead a global team of Support Account Managers focused on improving customer onboarding, retention, and product engagement while spotting opportunistic times to upsell. This is a challenging role that requires exceptional customer relationships, team building, a motivational style and analytical skills. The right candidate is truly passionate about customer advocacy and has a proven track record to talk about!
Responsibilities
Define the Customer Success function and develop its organizational structure to increase customer loyalty, commitment, and excitement.
Provide customers with success blueprints, service plans and business roadmaps.
Devise a service methodology to monitor and improve renewal rates.
Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Autodesk products and services.
Proactively assess the interactions with our top customers (product performance, depth and breadth of usage, Support experience).
Foster an Autodesk-wide environment of high customer intimacy and collaboration on behalf of customers.
Team with Premium Support internal teams to develop delivery plans to maximize the customer experience.
Meld Customer Support activity into a coherent customer success organization with the singular focus of delivering the very best customer experience.
Requirements
Minimum 10+ years management (staff and budget responsibility) experience in Customer and/or Services Delivery within a global software solutions company.
Ability to influence through persuasion, negotiation, and consensus building.
Ideally a combined background of post-sale and sales experience.
Strong empathy for customers AND passion for revenue and growth.
Deep understanding of value drivers in recurring revenue business model
Analytical and process-oriented mindset.
Enthusiastic and creative leader with the ability to inspire others.
Demonstrated effective communication and strong executive presentation skills.
Strong financial acumen and a proven track record of continual enhancements to the design and results of service levels metrics within the candidate’s previous organization is a must.
Able to balance providing exceptional service with the need to improve financial performance, and increase revenue and profits.
Excellent interpersonal skills will be needed in order to build strong relationships, particularly with field organizations and partners, which will be critical to success.
Relevant Bachelor’s degree; preference for computer science or related degrees.
Fluent English both written and spoken a must, fluency in a second language a plus.
Ability to travel nationally and internationally 30 to 50%.
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