Renewals Customer Success Specialist - GERMAN19WD31991Europe, Middle East and Africa-Spain-Catalonia-BarcelonaRenewals Customer Success Specialist, Germany
Location : Barcelona- Spain
Reporting to an Inside Sales Manager, the Renewals Customer Success Specialist is a key role to driving onboarding, adoption and retention of core products / solutions by providing post-sales guidance and initiatives directly to customers in a select sales territory.
Managing a portfolio of a few hundred customers and interacting directly with customers via phone, he / she will help at-risk customers promote overall customer satisfaction, product adoption, retention, and renewals mainly in the small business and very small business segment.
The role has a variable commission scheme based on product utilization, customer retention and other key metrics. The role will partner with Sales on account and territory planning and provide customer health leadership, handle escalations on at-risk customers, strategize on 1 : many Customer Success Initiatives and be a resource on how best to leverage Customer Success Resources.
In the Customer Success Organization, keeping and delighting our Customers are our most important tasks. We believe in a complete cycle of customer success, improved revenue, and overall company growth.
In our business model transformation, we understand driving continuous adoption of our technology is paramount to a successful engagement with our Customers and as such we have created a Customer Success Team focused on increasing adoption of our solutions, ensuring our customers are successfully meeting their business goals.
Ensure that customers derive maximum value from their investment in Autodesk Solutions, utilize all their licenses, identify new opportunities, ensure renewal and collaborate with other teams to ensure growth attainment
Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Autodesk solutions and associated business benefits to address their needs
Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success
Manage and collaborate interdepartmentally to resolve at-risk Customer escalations
Responsibilities may include providing or scheduling activation and / or product training, conducting customer health checks, identifying opportunities to expand relationships, up-selling / cross-selling new products and requires an elevated level of influence over the customer lifecycle through renewal
Contribute thought leadership and best practice, both internally and externally, around business transformation and end user adoption
Maintain Salesforce.com opportunities using probability definitions embedded to categorize opportunities accordingly to accurately forecast against plans and targets weekly
Build strong relationships for business planning with extended team
Respond to partner and customer inquiries in a professional and prompt manner
Build strong customer relationships for repeat business
2-6 years relevant experience
English + German
Experience interacting with clients of all levels, in a variety of industries and across a broad geographical area
Background needs to be in customer facing roles including account management, customer support, product management and sales
Ability to forge strong customer relationships and insights over the phone
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
Knowledge of sales organizations and approaches
Strong phone skills
Experience in the software or saas sales or renewals environment
Program or Project Management skills are an asset
Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint)
Strong empathy for customers AND passion for revenue and growth
Excellent interpersonal skills will be needed in order to build the strong relationships, particularly with field organizations and business partners, which will be critical to success
Relevant Bachelor’s degree
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
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
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.