Manager, CSS MEA Amman Job Requisition ID # 20WD41751
The Customer Success Specialist Manager role requires a highly organized and disciplined individual who will work collaboratively acrossour matrixedorganizationtodevelopstrategy,processes and playbooks to drive Customer Success initiatives and renewals businessfor our offerings. Theidealcandidate must be a strong coach and leader and be extremely process-oriented and efficient. TheCSS Manager will hire, train, support and manage theCloudCustomer Success Specialist (CSS)to drive onboarding, adoption and retention of high-risk customers. This role will setcustomer engagement & sales strategiesto drive adoption of our offerings.The manager is also responsible for setting adoption and renewalstargets and is directly and indirectly responsible for a large percentage of overall revenuewithin these accounts assigned to the team. TheCSS Manager will establish, manage and refine post-sales processes to drive increased renewal rates (RR... enable team members to have customer business conversations to drive customeradoption&health, and secure revenue by leading a team with responsibilities in closing subscription renewals.
Responsibilities Responsible for managing team of Customer SuccessSpecialistswithin the MEA region Set clear WHAT/HOW Goals for each individualEmployee andCoach the employees to achieve or exceed their Goals Ensure the team keeps account information/required field up to date and accurate for reporting/strategy purposes Oversee and review team's customer engagements for maintain operational excellence and meet/exceed customer expectations Ensure team follows defined processes and workflow for documentation of best practices and workflows while encouraging innovation and continuous improvement Work with key BSM and GTS stakeholders tokeep teams updated on strategic initiatives, results and alignment of goals Provide decision making execution, and/or oversight/direction when challenges arise Keep up-to-date with industry trends and new developments utilizing this information for business improvement and team development Articulate the CSS team charter to Autodesk sales management- where applicable by assigned region/account Managesthe activities of CSS team, including hiring, coaching, developing talent, team culture and performance management in a SaaS, ARR, or MRR revenue environment Direct team with corporate goals andusesSMART goals to deliver results that influences a customer to adopt, expand and renew their Autodesk subscriptions Ensure their team members have the skills and competencies to accurately assess a customer's level of risk for retention and renewal using various digital assessment tools and reports Hold their team's accountable to drive and close renewals within an assigned territory, industry or market and ensure overall satisfactory customer experience subscribing to Autodesk's solutions Responsible for executing the retention and renewals strategyby their teams,for high-risk customers, setting sales & subscriptions targets, and ensuring that revenue is maintained Managethe performanceof their teams for theonboarding, adoption, retention and renewals process for the customer success organization Establish, manage and refine post-sales processes to drive increased renewal rates (RR), enable team members to have customer conversations to drive customer health, and secure revenues by leading a team that closes subscription renewals for Autodesk Solutions Build and refine reporting and processes for the CSS team tomanage several hundred customersthroughout the year through provide cadence tools and experience in prioritization of effort vs impact Collaborate with other internal organizations and coordinate internal resources as needed Knowledge and working understanding of the customer's lifecycle and customer's journey post-purchase, the latest post-sales customer success and renewals sales tools, techniques, and methodologies Partner with Sales (Sales teams, Partner Ecosystem, Technical Support, Client Services, Etc.) on account and territory planning as appropriate to promote a positive customer experience Work closely with Digital Customer Success to influence digital content and delivery to improve customer health
Minimum Qualifications Experience in sales, customer success and/or customer service in IT/technology industry Proven experience of leading customer-facing team members (people management) Previous experience in a role which required motivating and developing team members to drive customer and business outcomes Previous experience working with customer success/services teams of reseller and services partners Outstanding communication, organization and time management skills
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