وظائف شاغرة في شركة مقرها مجمع الملك حسين للأعمال
Manager, CSS MEA
Position Overview
The Customer Success Specialist Manager role requires a highly organized and disciplined individual who will work collaboratively across our matrixed organization to develop strategy, processes and playbooks to drive Customer Success initiatives and renewals business for our offerings. The ideal candidate must be a strong coach and leader and be extremely process-oriented and efficient. The CSS Manager will hire, train, support and manage the Cloud Customer Success Specialist (CSS) to drive onboarding, adoption and retention of high-risk customers. This role will set customer engagement & sales strategies to drive adoption of our offerings. The manager is also responsible for setting adoption and renewals targets and is directly and indirectly responsible for a large percentage of overall revenue within these accounts assigned to the team. The CSS Manager will establish, manage and refine post-sales processes to drive increased renewal rates (RR), enable team members to have customer business conversations to drive customer adoption & health, and secure revenue by leading a team with responsibilities in closing subscription renewals.
Responsibilities
- Responsible for managing team of Customer Success Specialists within the MEA region
- Set clear WHAT/HOW Goals for each individual Employee and Coach the employees to achieve or exceed their Goals
- Ensure the team keeps account information/required field up to date and accurate for reporting/strategy purposes
- Oversee and review team’s customer engagements for maintain operational excellence and meet/exceed customer expectations
- Ensure team follows defined processes and workflow for documentation of best practices and workflows while encouraging innovation and continuous improvement
- Work with key BSM and GTS stakeholders to keep teams updated on strategic initiatives, results and alignment of goals
- Provide decision making execution, and/or oversight/direction when challenges arise
- Keep up-to-date with industry trends and new developments utilizing this information for business improvement and team development
- Articulate the CSS team charter to Autodesk sales management– where applicable by assigned region/account
- Manages the activities of CSS team, including hiring, coaching, developing talent, team culture and performance management in a SaaS, ARR, or MRR revenue environment
- Direct team with corporate goals and uses SMART goals to deliver results that influences a customer to adopt, expand and renew their Autodesk subscriptions
- Ensure their team members have the skills and competencies to accurately assess a customer’s level of risk for retention and renewal using various digital assessment tools and reports
- Hold their team’s accountable to drive and close renewals within an assigned territory, industry or market and ensure overall satisfactory customer experience subscribing to Autodesk’s solutions
- Responsible for executing the retention and renewals strategy by their teams, for high-risk customers, setting sales & subscriptions targets, and ensuring that revenue is maintained
- Manage the performance of their teams for the onboarding, adoption, retention and renewals process for the customer success organization
- Establish, manage and refine post-sales processes to drive increased renewal rates (RR), enable team members to have customer conversations to drive customer health, and secure revenues by leading a team that closes subscription renewals for Autodesk Solutions
- Build and refine reporting and processes for the CSS team to manage several hundred customers throughout the year through provide cadence tools and experience in prioritization of effort vs impact
- Collaborate with other internal organizations and coordinate internal resources as needed
- Knowledge and working understanding of the customer’s lifecycle and customer’s journey post-purchase, the latest post-sales customer success and renewals sales tools, techniques, and methodologies
- Partner with Sales (Sales teams, Partner Ecosystem, Technical Support, Client Services, Etc.) on account and territory planning as appropriate to promote a positive customer experience
- Work closely with Digital Customer Success to influence digital content and delivery to improve customer health
Minimum Qualifications
- Experience in sales, customer success and/or customer service in IT/technology industry
- Proven experience of leading customer-facing team members (people management)
- Previous experience in a role which required motivating and developing team members to drive customer and business outcomes
- Previous experience working with customer success/services teams of reseller and services partners
- Outstanding communication, organization and time management skills
At Autodesk, we’re building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.
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