Autodesk Customer Success Specialist, ASEAN (Korea Market) in Singapore, Singapore
Customer Success Specialist, ASEAN (Korean Market)
Job ID: 19WD36167
Customer Success Organization @ Autodesk
Autodesk, Inc., is a leader in 3D design software. Since its introduction of AutoCAD software in 1982, Autodesk continues to develop the broadest portfolio of 3D software for global markets.
Autodesk makes software for people who make things. If you ve ever driven a high-performance car, admired a towering skyscraper, used a smartphone, or watched a great film, chances are you ve experienced what millions of Autodesk customers are doing with our software. Autodesk gives you the power to make anything. Year over year, Autodesk has been honored to be named in the Fortune 100 Best Companies to Work for. To see our culture in action, please check out #AutodeskLife on Instagram or facebook.com/autodeskcareers.
In the Customer Success Organization, keeping and delighting our Customers are our most important tasks. We believe in a complete cycle of customer success, improved revenue, and overall company growth. In our business model transformation, we understand driving continuous adoption of our technology is paramount to a successful engagement with our Customers and as such we have created a Customer Success Team focused on increasing adoption of our solutions, ensuring our customers are successfully meeting their business goals.
Autodesk is proud to be an equal opportunity employer and considers all qualied applicants without regard to race, gender, disability, veteran status or other protected category.
Reporting to Customer Success Specialist Manager, the Customer Success Specialist ANZ is a key role to driving onboarding, adoption and retention of core products/solutions by providing post-sales guidance and initiatives directly to customers in a select sales territory.
Managing a portfolio of a few hundred customers and interacting directly with customers via phone, he/she will help at-risk customers promote overall customer satisfaction, product adoption, retention, and renewals mainly in the small business and very small business segment.
The role has a variable commission scheme based on product utilization, customer retention and other key metrics.
The role will partner with Sales on account and territory planning and provide customer health leadership, handle escalations on at-risk customers, strategize on 1:many Customer Success Initiatives and be a resource on how best to leverage Customer Success Resources.
Ensure that customers derive maximum value from their investment in Autodesk Solutions, utilize all their licenses, identify new opportunities, ensure renewal and collaborate with other teams to ensure growth attainment
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
Manage and collaborate interdepartmentally to resolve at-risk Customer escalations
Responsibilities may include providing or scheduling activation and/or product training, conducting customer health checks, identifying opportunities to expand relationships, up-selling/cross-selling new products and requires an elevated level of influence over the customer lifecycle through renewal
Contribute thought leadership and best practice, both internally and externally, around business transformation and end user adoption
Conduct outbound customer calls with a required minimum number of calls daily
Use Salesforce.com to document all customer opportunities and customer activity
Maintain Salesforce.com opportunities using probability definitions embedded to categorize opportunities accordingly to accurately forecast against plans and targets weekly
Build strong relationships for business planning with extended team
Respond to partner and customer inquiries in a professional and prompt manner
Build strong customer relationships for repeat business
1 - 2 years relevant experience
Experience interacting with clients of all levels, in a variety of industries and across a broad geographical area
Ability to forge strong customer relationships and insights over the phone
Ability to prioritize, multi-task and perform effectively under pressure
Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
Ability to link business processes with product/technical solutions
Deep 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
Knowledge of sales organizations and approaches
Strong phone skills required
Strong verbal and written skills required
Experience in the software or SaaS sales or renewals environment
Program or Project Management skills are an asset
Successful candidates will possess the following:
o Curiosity - someone who wants to learn and is naturally curious
o Elevated level of integrity
o Self-motivated and driven to high performance
o Strong problem-solving abilities
o Emotional intelligence exhibited via phone-ability to establish oneself as a trusted advisor for the customer
Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint)
Experience with Salesforce or another CRM Software preferred
Background needs to be in customer facing roles including account management, customer support, product management and sales
Strong empathy for customers AND passion for revenue and growth
Excellent interpersonal skills will be needed in order to build the strong relationships, particularly with field organizations and business partners, which will be critical to success
Relevant Bachelor s degree preferred, but not required
Experience in managing issues, scope, and quality while bringing areas of responsibility and tasks to completion under strict deadlines
Highly proficient computer skills including internet, SFDC, email, MS Word, Excel, PowerPoint
Highly skilled at multi-tasking with the ability to quickly adapt and learn
Ability to think outside the box as needed with an instinct for innovation
Ability to build collaborative relationships within sales as well as sales support to facilitate better customer experience
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.
Title: Customer Success Specialist, ASEAN (Korea Market)
Requisition ID: 19WD36167
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.