Autodesk Construction Solutions
In the Customer Success organization, we relentlessly focus on earning customer loyalty. Our passion is delighting and retaining our customers. We do this by ensuring customers are successfully using their Autodesk software and deriving the maximum benefit from their Autodesk investment. We are a business-critical team; 3 years ago, Autodesk began our business transformation and moved from a perpetual license software company to a Subscription as a Service (SaaS) company. As a SaaS company, subscription renewals are vital. Autodesk depends on our team to drive customer adoption to earn the customer loyalty, renewals and future growth. Our organization drives a lot of revenue and is essential to Autodesk’s success. The Onboarding Specialist plays a key role in driving adoption of the Autodesk Solutions Product Portfolio and ensures customers are successfully meeting their business goals with a particular focus on working with partners and customers during the first 90 days of the customer lifecycle to drive onboarding, adoption and value delivery for customers in our territory and mid-market.
Responsibilities
Ensure completion of specific onboarding activities by providing partners with the relevant activation/onboarding information, understanding their business workflow to create and close activation/onboarding tasks
Build partner relationships by phone and email. Proactively suggest solutions based on knowledge of customer’s business and utilization
Respond to partner inquiries through e-mail, chat and/or phone (either direct or queue system)
If unable to resolve customer activation/onboarding, escalate to appropriate staff or management and respond back to partner/customer with solutions provided by escalations
Provide feedback and quality assurance on activation/onboarding cases, including helpful insights and analysis to improve first contact resolution rates and response times
Educate customers/partners on resources available and promote the self-service tools
Proficient in all technology platforms a partners/customer interacts with to access our products
Working in Salesforce.com to document all activity and maintain customer data
Generate and analyze regular and ad hoc reports for management, sales representatives and/or channel partners
Create and modify content that is consistent with Templates. Publish content internally and externally
Is independent, accountable, and self-motivated to drive a best in class onboarding experience
Applies Customer Success and Sales skills associated with our activation/onboarding model; strong verbal and written skills required
Respond to customer and Partners inquiries in a professional and prompt manner
The Ideal Candidate
You have previous experience in a software (SaaS) sales, renewals or customer success position
Experience driving [software] user adoption and/or renewals
You are enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationships with partners and peers
Have a collaborative and consultative work style, the ability to thrive in a highly dynamic work environment
You are seeking a great company culture with career advancement opportunities
You are goal oriented and have previous success in a technology sales position
You have the ability and experience to contribute thought leadership and best practices to our team
Minimum Qualifications
At least 2 years of work experience on a professional inside-sales, customer success, or renewals team
Highly proficient computer skills including internet, email, MS Word, Excel, PowerPoint
English and German verbal and written language skills required. A third language is a plus
Preferred Qualifications
Ability to adapt quickly and manage difficult situations while remaining upbeat and positive at all times
Strong work ethic: Team oriented, self-starter, high energy, and results oriented
Experience with Salesforce or another CRM Software preferred
Ability to forge partner/customer relationships over the phone and video conference
Understanding of customer success principles, approaches and considerations
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.
Indica debajo en que area estas buscando una función similar y no olvides poner tu correo electrónico.
