Autodesk Digital Customer Success Practice Manager in Boston, Massachusetts
Job Requisition ID #
Journey Practice Team @ Autodesk
Small but resourceful team tasked with enabling a connected, outcomes-based customer journey across the entire customer lifecycle. While we do not directly manage the delivery of customer engagements or development of tools, we work closely with teams such as Sales, Marketing, Customer Success, Support and platform development teams who do. We seek to understand challenges, propose solutions, and deliver against plan in coordination with various stakeholders across the organization.
We are a decision-support mechanism that helps with everything from optimizing day-to-day options to carrying out high-priority initiatives to tackling the most important strategic questions when it comes to delivering a connected customer journey across the lifecycle
Do you enjoy being on the critical path for a major business transformation? Do you enjoy acting as a change agent, managing initiatives of diverse scope to increase business impact? Do you possess that rare ability to interpret visionary requirements, considering both internal and external factors, and convert them to deliverables that drive realization of that vision?
Autodesk has completed the major transition of moving our business to a subscription/SaaS model. As such, becoming a customer company and a digital company are now our prime focuses. This means we need the best and brightest minds to help ALL our customers navigate their journey with us, from acquire to adopt and expand. Your work efforts will be critical in ensuring we can do so effectively and efficiently.
We’re looking for a highly motivated and experienced business strategy minded person to join the Global DG team as Digital Customer Success, Journey Practice Manager. This person will play a critical part in developing human touch components of our customer journey framework.
This position is highly collaborative - driving inclusivity of several business functions including Marketing, UX, Sales, Product Support, Engineering and Corporate Business stakeholders. To be successful in this role, you will need the ability to work effectively and influence without direct authority. You must be able to work independently and have a history of being results-driven.
Quickly define scope and deliverables, in sometimes ambiguous environments, and develop delivery plans with stakeholders
Establish trust and strong working relationships to influence critical stakeholders to deliver against plan
Identify, document, and communicate risks to leadership to enable effective mitigation
Develop analysis to evaluate impact of specific initiatives or projects prior to execution
Executive presence and ability to present analysis to senior leadership to enable effective decision-making
Ability to be flexible and wear multiple hats including strategic leader, operational team member, and project manager depending on the need of the specific initiative
Facilitate collaboration across the business ecosystem by organizing and leading meetings and workshops
Support decision-making and evaluate specific projects or initiatives against team goals and larger customer journey framework
Design, define and document processes to enable effective long-term operations once new initiatives or projects are transitioned to steady state
Explore new ideas through industry trends, historical trends, forward looking forecasts, competitive assessment, etc. and build/evaluate recommendations to increase biz impact
Gather business requirements from stakeholders and collaborate with technical teams, including product manager, to ensure delivery and incorporation into technical roadmaps
Ensure projects and initiatives have stellar documentation and support customer journey framework knowledge management
Provide administrative and operational support to Digital Customer Success leadership
Familiarity with project management processes and tools (Project Plans, RAID Logs etc.)
Experience with human-centered design thinking methodologies
Experience with and empathy of customer-facing support role and responsibilities
Knowledge of Sales Engagement cadence tools with Customer Relationship Management (CRM) Integrations (Sales Force, Outreach IO)
Comfort with MS PowerPoint and basic data analysis and metrics evaluation in Excel
Excellent written and verbal communication skills
A passion and knack for engaging with people; looking for an enthusiastic “people person”
Strong strategic thinking combined with results-driven, practical mind set
Resilient and able to adapt to constantly evolving circumstances
Ability to communicate trade-offs and work with team lead to balance portfolio
Ability to work with minimal instructions and supervision
BA/BS with at least 5+ years equivalent work experience. MBA and/or PMP
Familiarity with marketing technology and automation platforms such as Marketo
The Ideal Candidate
Is customer-oriented with great strategic thinking, problem solving, collaboration and communication skills
Has the ability to incubate new ideas and drive cross-functional alignment to ensure impact
Has a can-do attitude and be able to roll up their sleeves to determine and implement proxy solutions when an optimal environment cannot be obtained
Click below to learn more about our benefits in the US.
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 (Careers%20%3Ccareers@autodesk.com%3E) .
Autodesk is the global leader in design and make technology, including industry-leading 3D design, engineering, and entertainment software and services, that offer customers better outcomes though automation and insights for their design and make processes. With over $3.5 billion in revenue and more than 12,000 employees, Autodesk has established itself as the leading provider of design and make technology that empowers innovators everywhere to achieve the new possible – for products, their businesses and the world. 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. With a vision of a better world designed and made for all, Autodesk serves customers in architecture, engineering, and construction; product design and manufacturing; and digital media and entertainment industries. Its customers design, fabricate, manufacture, and build anything by visualizing, simulating, and analyzing real-world performance early in the design process.
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