Manager Technical Adoption - AMER
About The Position
Role overview We are looking for a talented and proven leader to inspire and coach a Technical Adoption Specialist team. We increase adoption of our products and services by delivering quality outcomes to our customers. This role will be responsible for developing and managing a team of Technical Account Specialists that drive adoption and growth by achieving outcomes defined within the customer success plan. In this role, you will lead a team to maximize the return on investment for our customer’s investment in Autodesk technologies. You will do this by enabling professional and customized product adoption services that help our customers achieve their business goals while using and adopting Autodesk solutions. You will join the Technical Adoption and Success group within the Customer Technical Success team as part of our Customer Success organization – a team that values professional development and rewards high performance.
Requirements
- 5+ years of experience in leading teams, preferably in a BIC SaaS environment
- Bachelor’s degree; advanced degree preferred
- Experience in leading customer success initiatives to better service customers, increase operating efficiency, and support new operational models
- Strong communicator and able to build relationships at all levels
- Ability to build and maintain strong relationships with enterprise customers
- Must be flexible, decisive, self-motivated, and proactive
- Comfortable with ambiguity and working through change while driving results
- The skill to partner cross functionally to champion for the team and the customer
Responsibilities
- Manage the implementation of processes and plans to ensure effective delivery of onboarding and adoption services for Autodesk products
- Measure and monitor performance against established service levels to ensure achievement of individual and team targets
- Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction
- Direct and manage staff in implementation of initiatives and delivery of service plans that support customer satisfaction
- Manage and implement employee Human Resource Programs and initiatives; ensure implementation of employee performance plan, on boarding program, employee development and coaching initiatives etc.
- Manage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, etc.
- Engage and collaborate with the sales organization to communicate operational details and provide information on adoption service effectiveness
- Drive communication in the organization; ensure new information is coordinated with support teams and partner teams
- Lead or participate in setting organization vision, global projects, and initiatives
- Able to travel up to 30%
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
