Position Overview
In this role, you will be a champion for change, driving productivity and standardization by collaborating with Program and business teams across various functional organizations. Your efforts will ensure that the Commercial Customer Success (CCS) organization is fully equipped to efficiently and effectively utilize resources, ultimately delivering an impactful customer experience. You will play a crucial role in promoting process adoption and facilitating valuable bi-directional feedback between program teams and business partners.
This is an exciting opportunity to make a meaningful impact on both our Commercial Customer Success organization and the customers they serve.
Responsibilities
Drive Team Excellence
- Performance Analytics: Define, monitor, and analyze performance benchmarks to generate data-driven insights. Develop and test hypotheses, providing actionable recommendations to optimize processes and drive continuous improvements
- Process Optimization: Identify process gaps and design streamlined workflows that enhance the efficiency and effectiveness of the customer success team, ensuring consistent, high-quality service delivery
- Continuous Improvement Culture: Foster a culture of continuous improvement by leveraging metrics to provide objective feedback, identifying areas for growth, and implementing innovative solutions to elevate team performance
Consultation and Collaboration
- Future State Process Consultation: Provide insights and strategic consultation on future state process changes, helping to shape the direction of process improvements
- Program Success: Actively engage in both the early planning and execution stages of key programs to contribute to requirements and obtain a thorough understanding of program success metrics. Contribute to smooth implementation and adoption and facilitate alignment with overall business objectives
- Collaboration with CCS Managers: Partner with Customer Success (CCS) managers to standardize processes across teams. Regularly gather and incorporate feedback to optimize and refine these processes
- Cross-Functional Collaboration: Work closely with Program/Change Management and Enablement teams, contributing to change impact analysis, strategy development, and readiness planning. Ensure effective knowledge transfer and ongoing support
- Documentation Support: Assist the Process Manager in creating and refining training documentation to ensure it reflects current best practices and process updates
- Industry Awareness: Stay informed about the latest industry best practices and Salesforce features, applying relevant updates to enhance team processes and capabilities
Minimum Qualifications
- Strong reporting and analytical skill
- Highly organized with adept project management skills
- 1-3 Years previous experience in a project or program management, administrative, or sales/success support role
- Excellent interpersonal and communication skills, including writing and presenting
- Ability to work in the Autodesk office, and flexible hours to accommodate global schedules
- Able to travel as required (less than 20%)
- Languages: English (native proficiency)
Preferred Qualifications
- Work with Managers to curate use cases and success stories highlighting tools and process contributions to productivity and efficiency
- Experience deploying technology or services with large enterprise and the desire for continuous learning and growth
- You are results oriented, enthusiastic and creative with the ability to inspire, influence and encourage others
- Strong work ethic, craftsmanship, and quality standards with a strong sense of ownership
- Highly organized with a proven ability to drive projects to completion and persevere to get the job done
