Technical Adoption Specialist - Manager

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 the first time and every time. This role will be responsible for developing and managing a team of Technical Account Specialists to ensure we establish and maintain a strong relationship with customers, and 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.

This position will be part of the Global Product Support group within Customer Success Organization – a part of our 2000+ strong Worldwide Sales organization.
 

Main 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

Minimum Qualifications

• BS degree in a relevant technical field such as Engineering, Architecture, or Computer Science. MBA is highly desirable

• 5+ years of experience in leading teams, preferably in a BIC SaaS environment

• 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

• Able to travel up to 30%

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About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

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Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

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We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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