Job Requisition ID #25WD88667Position OverviewThe Customer Success Manager plays a pivotal role in driving the success of our selected customers, overseeing the "Onboard," "Use," and “Extend” stages - also known as Post-Sales - of our customer lifecycle with Autodesk solutions.In this role, you will manage your portfolio of selected customers in Australia and New Zealand, primarily in the AECO (Architecture, Engineering, Construction, and Operation) industry. Your portfolio may also include regional government entities with whom Autodesk is trying to grow our partnership. These customers are some of our largest regional business customers, such as architecture firms, engineering services providers, general contractors, and owners, and you will work directly with them to co-create and execute a tailored Customer Success Plan that ensures they derive tangible business value from their partnership with Autodesk and our Channel Partners.Your priority is to ensure that your customers maximise the ROI from their partnership with Autodesk by understanding their goals and outcomes, and ensuring that all the products, solutions, and services make a measurable impact on them, giving them a reason to continue growing their relationship with Autodesk.You will collaborate within an ecosystem that includes the Sales teams, Technical Sales teams, Autodesk Channel Partners, Technical Support, Client Services and many other teams to ensure the success of an assigned set of accounts.This is an additional headcount to the Asia Pacific & Japan Customer Success team, with the growing demand from our ANZ-based customers. You will be part of the dynamic and diverse APJ Customer Success Team, who work with our customers in ANZ, Japan, India, Greater China, ASEAN, and Korea.Autodesk offers a flexible working environment, with this role based in Australia. We prefer candidates in Sydney, Brisbane, or Melbourne but are open to considering candidates based in other locations in Australia to find the right talent.ResponsibilitiesEnsure that the assigned set of customers maximises their ROI (Return on Investment) from their partnership with AutodeskCo-create and execute a tailored Customer Success Plan with major customers, aligning on their mission-critical priorities, key initiatives, and adoption plans for Autodesk solutions, while driving specific actions to ensure success - aimed at helping customers achieve their desired business outcomesBe the owner and orchestrator of Customer Success planning and execution, holding customers, Autodesk teams, and Channel Partners accountable for various actionsCo-document the business value each customer is achieving through Autodesk solutions, capturing these as value stories to demonstrate measurable outcomes and successAssist customers by providing guidance and resources to support onboarding new solutions, identifying and assisting at-risk customers with low product adoption to help them fully utilise the products and services they’ve invested in, reducing churn riskUnderstand what solutions and service entitlements the customer has invested in, and ensure that the customer fully utilises them through regular business reviews and planning sessionsPartner with Sales teams, Technical Sales teams, Autodesk Channel Partners, Technical Support, Client Services, and others to drive customer success motionsParticipate in regular Account Planning processes with Sales and Technical Sales teams, identifying targeted accounts to drive success planning activities, engagement strategies, and establish business outcome alignmentMonitor customer usage data and other health indicators and translate these into strategies for success, in collaboration with Channel Partners and internal Sales teamsEngage confidently with all levels and personas within customer organizations, including contract management, IT administration, end-users, mid-management, and customer leadership/decision-makersThroughout the lifecycle, identify opportunities for expanding the business relationship and support the Sales team and Channel Partners in pursuing expansion opportunitiesMinimum QualificationsUp to 5 years of Customer Success, Customer Support, Sales, Renewal, and/or any other B2B customer-facing experienceDemonstrated ability to lead, discover, and uncover the customer's business challengesExperience in documenting a mutual strategy, business case, or success plan with customers and various stakeholdersExperience working for or working with large ANZ-based corporations and/or government entities with complex structures and multiple prioritiesExcellent executive and business-level communication skillsCustomer empathy and a customer-first mindsetAbility to prioritise multiple complex tasksCollaboration and coordination across various internal and external stakeholdersFamiliar with outcome- and value-based customer experiencePreferred QualificationsAECO (Architecture, Engineering, Construction and Operation) industry experience or industry digital solutions Sales and Customer Success experience highly preferredExperience working with government entities with a good understanding of how they make technology investment and adoption decisionsUnderstanding of the overall Autodesk solutions and/or competitor landscape#LI-JT1Learn MoreAbout AutodeskWelcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!Salary transparencySalary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.Sales CareersWorking in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/salesDiversity & BelongingWe take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belongingAre you an existing contractor or consultant with Autodesk?Please search for open jobs and apply internally (not on this external site).
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