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Customer Success Manager

hace 1 mes

Barcelona, Barcelona, España Mygwork A tiempo completo
Job Overview

The People Manager, Customer Success Midmarket is responsible for leading teams focused on driving success in the "Onboard" and "Use" lifecycle stages of our Midmarket indirect and direct customers as they deploy Autodesk solutions.

The team will engage directly with customers proactively through customer nurturing & planning interactions, data-driven triggered actions and reacting to inbound customer-initiated triggers The People Manager will manage the activities of the team including mentoring, coaching, developing talent, and fostering team culture in a Saa S, ARR, or MRR revenue environment.

Key Responsibilities
  • Manage and develop team
  • Responsible for selection, mentoring, coaching, performance management and assessment, and rewards and recognition.
  • Ensure proper performance management and rewards/recognition guidelines are followed within own team
  • Build and refine reporting processes as part of continuous improvement efforts.
  • Ensure CRM tools and Autodesk methodologies are leveraged to process and track on-boarding and adoption
  • Regularly report on team and individual results
  • Partner with leaders of sales teams, the reseller partner ecosystem, technical support, client services, and others to drive customer success motions and resolve customer activation/onboarding/usage issues.
  • Identify and make recommendations for improvements in On boarding and Use
  • 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
  • Encourage innovation by exchanging new ideas to improve operation and efficiency within Customer Success and the supporting organizations
Requirements
  • Customer Empathy & customer mindset
  • Coaching and listening skills
  • Ability to prioritize, assign and delegate tasks
  • Change management
  • Collaboration and coordination across multiple stakeholders
  • Demonstrated ability to lead, discover, and uncover the customer's business challenges
  • Fluent languages spoken and written: English