Job Information
Autodesk Manager, Commercial Customer Success, Greater China in Shanghai, China
Job Requisition ID #
24WD80777
Position Overview
The Commercial Customer Success (CCS) Manager, Greater China (GCR) is a quota carrying role with dual responsibility to drive the customer product adoption and usage as well as ensure that the renewals targets are met for the country they are responsible. They manage a team of Customer Success Advisors (CSA) and Renewals Executives. The CSA's are focused on driving success in the "Onboard" and "Use" lifecycle stages of our customers by engaging directly with customers as they deploy Autodesk solutions . The Renewals Executives are focused on driving, forecasting and closing territory, large and strategic renewals opportunities by working directly with customers and resellers/partners.
This role is the evangelist of Commercial Customer Success and is the go to person for this function in GCR. They will collaborate with the partner managers and Autodesk field sales organizations to ensure that their team members have adequate support to close their deals and delivery great customer experiences. They not only need to advocate for Customer Success within region, but as part of the APJ CCS Leadership Team, they also part of driving Customer Success best practises throughout APJ.
As a people manager role, it is responsible for mentoring, coaching, developing talent, and fostering team culture in a SaaS, ARR, or MRR revenue environment. Candidates for this position must be highly motivated, tenacious, and self-starters with a track record of building, motivating and driving high performance Customer Success Teams.
Responsibilities
Design and execute the plan for Customer Success team in the region, aligned to the overall Customer Success vision and plans
Achieve assigned sales quotas and KPI Target by driving the team and partners to deliver great customer experiences to ensure customer loyalty and retention
Analyze, prepare, and present renewal metrics and trends for weekly forecast updates, QBR/QBP's, and time sensitive ad hoc requests
Responsible for driving, forecasting, and closing renewals opportunities indirectly through close partner engagement or directly through customer engagement and day-to-day monitoring and management
Set team expectations to drive a high-level customer satisfaction and experience to ensure continued customer adoption of Autodesk products through customer value-add activities.
Work collaboratively with partners to drive stronger business outcomes across the region and ensure they are set up to drive CS motions
Work collaboratively with leaders of sales and support teams such as channel team, hub sales team, technical support team, client service team, and other divisions to drive customer success motions and resolve customer activation/onboarding/usage and renewal issues
Lead identification and recommendations for improvements in Onboarding, Use and Renewal by exchanging new ideas to improve operation and efficiency within Customer Success and the supporting organizations.
Participate and lead various global and regional projects
Hire, manage, mentor, coach and develop a team of Customer Success Advisors and Renewals Specialists within GCR
Encourage innovation by exchanging new ideas to improve operation and efficiency within Customer Success and the supporting organizations
Build and refine reporting processes as part of continuous improvement efforts and regularly report on team and individual efforts
Ensure CRM tools and Autodesk methodologies are leveraged to process and track on-boarding and adoption
Minimum Qualification
Proven experience (4+years) in successfully managing people to achieve performance goals within a Customer Success environment
Strong Sales experience, ideally within renewals
Polished professionalism with outstanding organizational, planning, communication, and problem solving skills
Comfortable working in a fast-paced and dynamic environment
Extensive and proven experience in Customer Success, preferably across the Customer Lifecycle, with a proven track record of renewals achievement
Proven ability to collaborate with virtual team members and channel partners
Excellent written and verbal communication skills
Coaching and listening skills
Working knowledge of SFDC
Fluency in English & Mandarin
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