[ICM-400] | Manager Customer Success Team

[ICM-400] | Manager Customer Success Team

25 sep
Autodesk Construction Solutions

25 sep

Autodesk Construction Solutions


Position Overview

Autodesk helps people imagine, design and create a better world. Everyone - from design professionals, engineers and architects to digital artist, students and hobbyists - use Autodesk software to unlock their creativity and solve important challenges. The success and growth of Autodesk can be attributed not only to its exceptional products, but also to its unique culture, which brings together the best and the brightest in a combined mission of innovation and creativity. We are a global, market leader in 3D design software for manufacturing, building, construction, engineering, and entertainment, with $2.2B in annual revenue. We are continually highly ranked by Fortune, Forbes, Glassdoor and others.

Check out the Top 7 Reasons You Should Work at Autodesk. Do what’s next? Do you have a customer first mindset? Do you thrive on change? Are you interested in helping us build and evolve our customer success organization to continuously improve the quality of our services and overall experience and success of our customers? If this sounds like you, we are looking for a Manager to lead our Customer Success team to help 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. This is an exciting opportunity to unequivocally influence our customers, and Autodesk’s, success. The Role: How can you contribute to our team and our organization? Real Customer Success comes from the heart. The foundation of our culture is Customer First!


- In this role you will be responsible for the leadership and management of a global team of Customer Support Managers (CSM)

- The Manager will lead a team of Customer Success Managers in a defined geographical area and/or industry

- The position oversees pre-sale business development, post-sale account management and customer relationship development to drive the success of Enterprise Business Agreements for Autodesk Customers

- You will play an active role in defining strategy to maximize a customer’s return on investment and accelerate adoption with current and future Autodesk solutions

People Leadership:

- Leads and manage a global team of CSM’s to ensure success of EBA’s for key customers

- Manages measurable criteria for success and to assist in building organizational alignment

- Creates and maintain staffing plan to support the current and future work demands and project deliverables

- Establishes and nurture positive relationships with Delivery and Support Services teams

- Expands network with sales, product development and marketing strategy teams to help facilitate value proposition of services in existing and potential customers

Results Leadership:

- Oversees strategic roadmap with a select group of named accounts to ensure the successful and broad adoption of Autodesk solutions

- Builds business plans in collaboration with senior management to align customer and Autodesk objectives

- Ensures the team delivers services to customers according to published SLAs; initiates service improvement plans as required

- Supports sales organization in positioning GS offerings and provides weekly GS forecast

Thought Leadership:

- Enables team to establish and maintain excellent collaboration with the Named Accounts to accelerate adoption of Autodesk products

- Encourages team to be innovative with solutions

- Establishes own relationship with customers where helpful for customer engagement

Personal Leadership:

- Adapts to and leads change

- Coaches others in the acceptance and support of change 

Minimum Qualifications

- Relevant experience leading customer-facing organizations

- English plus any European language

- You’re driven: No one needs to push you to excel; it’s just who you are

- Strong empathy for customers AND passion for revenue and growth

- Proven ability to lead and adapt to change

- Demonstrated desire for continuous learning and improvement

- Ability to manage influence through persuasion, negotiation, and consensus building

- Background of post-sale and sales experience required

- Deep understanding of value drivers in recurring revenue business models

- Strong financial acumen including analytical and process-oriented mindset

- Enthusiastic and creative leader with the ability to inspire others

- Excellent communication and presentation skills

- Relevant Bachelor’s degree; preference for computer science or related degrees

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.

Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.

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