Job Requisition ID #
24WD78352
Position Overview
As a Customer Success Manager within the Emerging Business Customer Success organization, retaining and expanding our construction customers is one of our most important tasks. Within the Customer Success- Autodesk Construction Solutions (ACS) team, we understand that promoting adoption of our cloud solutions and fulfilling our customers' desired outcomes is important to building lasting relationships with our customers and driving revenue for ACS.
Reporting to the Area Manager of Customer Success, the EBCS Customer Success Manager is a strategic partner to your assigned customers, ensuring their desired outcomes are being achieved. You will be the main driver for product adoption, expanding your network within the customer to identify and build repeatable adoption plays by collecting product data, customer feedback and analyzing patterns of successful customers. Using these plays, you will drive the success of your customers and agree on goals and progress in Executive Business Reviews. Additionally, you will be a voice to the customer on product roadmap discussions and the strategic EBCS vision for our construction business.
This job is remote and can be located anywhere in the USA or Canada preferably near an airport due to travel requirements.
Responsibilities
- Onboard new construction customers with a focus on accelerating their time to value and helping them achieve their positive outcomes
- To achieve those positive business outcomes, you will seek areas to expand solution adoption, and recommend best practices to improve their post-purchase adoption
- Comfortable exceeding target goals by maintaining a high customer retention rate, coordinating with EBCS sales to ensure renewals, and identifying expansion opportunities
- Hold regular check-in calls, executive business reviews, webinars, and mentoring sessions with customers
- Monitor account well-being to detect potential churn issues and take proactive measures to reduce them
- Promote and encourage the usage and adoption of the Autodesk Construction Cloud (ACC)
- Develop a trusted advisor relationship with your customers and serve as an advocate for customer needs within the Autodesk Construction Solutions (ACS) team
- Comfortable proposing and building processes to allow our organization to expand
- Lead building processes transformation and best practices for as a dynamic and growing team
- Be an EBCS promoter while identifying industry positive business outcomes, required capabilities, and finding relevant forums to increase awareness of EBCS services
Minimum Qualifications
- At least 3 years of experience in a customer-facing, B2B role
- 4 Year Degree or equivalent experience
- Experience in Customer Success, Account Management or a client-facing role
- Ability to travel up to 35%
- Capacity for running discovery discussions with the ability to understand one of the largest, most complex industries out there (construction)
- Proficiency in juggling tasks, setting priorities, and handling time bound tasks
- Advanced experience with AEC workflows and awareness of BIM solutions focused on Construction
- Previous experience in the Construction Industry - (i.e. Project Manager, VDC Manager, Superintendent, Project Engineer)