Customer Success Advisor, India
1 Month ago • 7 Years +
Customer Service
Job Description
The Customer Success Advisor drives customer success in the 'Onboard' and 'Use' lifecycle stages for Public Sector clients deploying Autodesk solutions. This role involves proactive engagement through data-driven actions and human interactions, as well as reacting to inbound customer triggers. Key responsibilities include establishing onboarding and adoption strategies, assisting customers with new solutions, identifying at-risk customers, partnering with sales and support teams, and driving high customer satisfaction to ensure continued product adoption and identify expansion opportunities.
Good To Have:
- At least 5 years Customer Success/Account Management experience.
- SDFC proficiency.
- Experience in handling public sector accounts in India.
Must Have:
- Establish and execute onboarding and adoption strategies.
- Assist customers with onboarding new solutions and identify at-risk customers.
- Partner with sales teams, reseller partners, technical support, and client services.
- Successfully close out data-driven customer success motions.
- Drive high-level customer satisfaction and experience.
- Identify opportunities for expanding the business relationship.
- Organize and conduct onboarding and product adoption workshops.
- 3+ years experience in SaaS Industry.
- 7+ years experience in Customer-facing roles.
- Customer Empathy & customer mindset.
- Ability to prioritize multiple tasks.
- Collaboration and coordination across multiple stakeholders.
- Fluent in English (spoken and written).
Perks:
- Annual cash bonuses
- Stock grants
- Comprehensive benefits package
Position Overview
The Customer Success Advisor is focused on driving success in the "Onboard" and "Use" lifecycle stages of our customers in Public Sector as they deploy Autodesk solutions. This role will engage directly with customers, proactively through various means like data-driven triggered actions, human interactions and reacting to inbound customer-initiated triggers.
Key Responsibilities:
- Establish and execute onboarding and adoption strategies to grow usage of Autodesk solutions by proactively and reactively responding to customer inquiries
- Assist customers by providing guidance and resources directly to assist with onboarding new solutions and to identify and assist at-risk customers who have low adoption of products to increase the value they receive toward meeting their business goals
- Partner with sales teams, the reseller partner ecosystem, technical support, client services, and others to drive customer success motions and resolve customer activation/onboarding/usage issues
- Successfully close out a range of data-driven customer success motions
- Drive a high-level customer satisfaction and experience to ensure continued customer adoption of Autodesk products through customer value-add activities
- While engaging throughout the lifecycle, be able to identify opportunities for expanding the business relationship and support the sales team in pursuit of the expansion opportunity
- Organize and conduct onboarding and product adoption workshops tailored to specific industries and ministries
Minimum Qualifications:
- Experience in SaaS Industry 3+ years
- Experience in Customer-facing roles 7+ years
- Customer Empathy & customer mindset
- Ability to prioritize multiple tasks
- Collaboration and coordination across multiple stakeholders
- Fluent languages spoken and written: English
Preferred Qualification:
- At least 5 years Customer Success/Account Management experience
- SDFC proficiency
- Experience in handling public sector accounts in India is an added advantage
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