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Customer Success Specialist – Swedish speaking

Customer Success Specialist – Swedish speaking
Autodesk
onsdag 29 april
Barcelona, Spanien
22 har ansökt

Reporting to a Customer Success Specialist Manager, the Customer Success Specialist is a strategic post-sales role to driving on-boarding, adoption and retention of our most at-risk accounts by providing guidance and resources directly to customers in a select sales market and territory.

  • Be the primary driver for customer retention by engaging Autodesk’s high-risk subscription customers to drive usage and adoption of our solutions in the onboard, adopt and renew space
  • Responsible to drive and close renewals within an assigned territory, industry or market
  • Manage several hundred customers throughout the year through provide cadence tools and experience in prioritization of effort vs impact
  • Influence a customer’s decision to adopt and expand their usage of the Autodesk portfolio they have already purchased
  • Accurately assess a customer’s level of risk for retention and renewal using various digital assessment tools and reports
  • Use tele sales and customer engagement techniques for interacting with customers to uncover and validate their level of risk
  • Make recommendations to help at-risk customers promote overall customer satisfaction, product adoption, retention, and renewals
  • 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
  • Engage with partners during the adoption and renewal cycles for their customer to ensure a high level of customer satisfaction and experience


Responsibilities

A Customer Success Specialist will be responsible for ensuring that customers derive maximum value from their investment in Autodesk Solutions in the following ways:

  • Understand how to lead, discover, and uncover the customer’s business challenges specific to their industry
  • Articulate business workflow and industry trends that impact the customers business challenges
  • Use people and technology resources appropriately to correctly assess risk of retention for assigned renewal opportunities
  • Conduct customer outreach over the phone with weekly monitoring of call rates, time on the phone and activity levels
  • Use Salesforce.com to document all customer opportunities and customer activity using embedded probability definitions
  • Guide and teach the customer by leveraging a solutions-based approach mapped to the customer’s business and industry trends that impact their decisions
  • Work autonomously, leveraging personal sales experiences, personal network, and tools to help the customer to be successful with the Autodesk Solutions they own
  • Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success
  • Build strong relationships for business planning with extended team
  • Identify opportunities for expanding Autodesk’s business with a customer and transfer the expansion opportunity to the appropriate sales team member for follow up and next steps
  • Respond to partner and customer inquiries in a professional and prompt manner
  • Build strong customer relationships for repeat business


Minimum Qualifications

  • Native Swedish plus English fluent language skills
  • Customer success, renewals, and or inside-sales experience
  • Experience interacting with clients of all levels, in a variety of industries and across a broad geographical area
  • Ability to forge strong customer relationships and insights over the phone
  • Ability to prioritize, multi-task and perform effectively under pressure
  • Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
  • Ability to link business processes with product/technical solutions
  • Deep understanding of customer success principles, approaches and considerations
  • Experience with complex, escalated customer situations, ability to navigate large organizations and gain executive level buy-in
  • Experience internally collaborating and influencing large matrixed organization
  • Knowledge of sales organizations and approaches
  • Strong phone skills required
  • Strong verbal and written skills required
  • Experience in the software or SaaS sales or renewals environment
  • Program or Project Management skills are an asset


Preferred Qualifications

  • Background needs to be in customer facing roles including account management, customer support, project management, customer success or sales
  • Strong empathy for customers AND passion for revenue and growth
  • Excellent interpersonal skills will be needed to build the strong relationships, particularly with field organizations and business partners, which will be critical to success
  • Relevant Bachelor’s degree preferred, but not required
  • Experience in managing issues, scope, and quality while bringing areas of responsibility and tasks to completion under strict deadlines
  • Highly proficient computer skills including internet, SFDC, email, MS Word, Excel, PowerPoint
  • Highly skilled at multi-tasking with the ability to quickly adapt and learn
  • Highly skilled at managing time between calls, troubleshooting follow ups, customer relationship management and new customer outreach
  • Ability to think outside the box as needed with an instinct for innovation
  • Ability to build collaborative relationships within sales as well as sales support to facilitate better customer experience
  • Curiosity – someone who wants to learn and is naturally curious
  • Elevated level of integrity
  • Self-motivated and driven to high performance
  • Strong problem-solving abilities
  • Emotional intelligence exhibited via phone-ability to establish oneself as a trusted advisor for the customer
  • Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint)
  • Experience with Salesforce or another CRM Software preferred


About Autodesk

With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it, radical changes in the way things are designed, made, and used. It’s disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone – from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.


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