Customer Success Manager, Forma

Autodesk•San Francisco, CA

2d•Remote

About The Position

As Construction Customer Success Managers, we retain and expand Autodesk's construction-portfolio customers. Within Construction Customer Success, we ensure ongoing adoption of our cloud solutions, fulfill our customers' desired business outcomes, and build lasting relationships, ultimately driving revenue for our construction solutions. Reporting to the North American Manager of Customer Success for Architecture, Engineering, Owner, and Manufacturing (AEOM), you will be the strategic driver for product adoption and expansion within your assigned portfolio of customers.

Requirements

At least 3 years of experience in a customer-facing, B2B role
4 Year Degree or equivalent experience
Experience in Customer Success, Account Management or a client-facing role
You will be fully remote with travel expected up to 35%
Display sincere curiosity to understand one of the largest, most complex industries: construction
Collaborative and open to multiple perspectives, work both independently and collaboratively to achieve outcomes
Process-driven and organized
Have a record of accomplishment, and demonstrated drive for achievement
Experience with AEC workflows and awareness of BIM solutions focused on Construction
Previous experience in the Construction Industry

Responsibilities

Establish the desired outcomes of your customers and develop and manage a Customer Success Plan to achieve them
Onboard new construction customers with a focus on accelerating their time to value
Coordinate a variety and diverse range of tasks, topics, and customers
Seek areas to expand solution adoption (such as expanding your network within the account), and recommend best practices to optimize their post-purchase use
Maintain a high customer retention rate, coordinate with sales to ensure renewals, and identify expansion opportunities
Hold regular check-in calls, executive business reviews, webinars, and mentoring sessions with customers
Track account health to identify churn risk and work to eliminate that risk
Drive product usage and adoption of the Autodesk Construction Cloud (ACC)
Develop a trusted advisor relationship with your customers and serve as an advocate for customer needs within the extended Autodesk team
Share, propose and build best processes to allow our organization to grow
Be an Autodesk Construction evangelist and identify industry positive outcomes, required capabilities, and find relevant forums to increase awareness of construction services