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Customer Success Specialist Netherlands
In the Customer Success Organization, keeping and delighting our Customers are our most important tasks. We believe in a complete cycle of customer success, improved revenue, and overall company growth. In our business model transformation, we understand driving continuous adoption of our technology is paramount to a successful engagement with our Customers and as such we have created a Customer Success Team focused on increasing adoption of our solutions, ensuring our customers are successfully meeting their business goals. Reporting to an Inside Sales Manager, the Customer Success Specialist is a key role to driving onboarding, adoption and retention of core products/solutions by providing post-sales guidance and initiatives directly to customers in a select sales territory
Managing a portfolio of a few hundred customers and interacting directly with customers via phone, he/she will help at-risk customers promote overall customer satisfaction, product adoption, retention, and renewals mainly in the small business and very small business segment. The role has a variable commission scheme based on product utilization, customer retention and other key metrics. The role will partner with Sales on account and territory planning and provide customer health leadership, handle escalations on at-risk customers, strategize on 1:many Customer Success Initiatives and be a resource on how best to leverage Customer Success Resources.
Responsibilities
- Ensure that customers derive maximum value from their investment in Autodesk Solutions, utilize all their licenses, identify new opportunities, ensure renewal and collaborate with other teams to ensure growth attainment
- Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Autodesk solutions and associated business benefits to address their needs
- Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success
- Manage and collaborate interdepartmentally to resolve at-risk Customer escalations
- Responsibilities may include providing or scheduling activation and/or product training, conducting customer health checks, identifying opportunities to expand relationships, up-selling/cross-selling new products and requires an elevated level of influence over the customer lifecycle through renewal
- Contribute thought leadership and best practice, both internally and externally, around business transformation and end user adoption
- Conduct outbound customer calls with a required minimum number of calls daily
- Use Salesforce.com to document all customer opportunities and customer activity
- Maintain Salesforce.com opportunities using probability definitions embedded to categorize opportunities accordingly to accurately forecast against plans and targets weekly
- Build strong relationships for business planning with extended team
- Respond to partner and customer inquiries in a professional and prompt manner
- Build strong customer relationships for repeat business
- Experience interacting with clients of all levels, in a variety of industries and across a broad geographical area
- Ability to forge strong customer relationships and insights over the phone
- Ability to prioritize, multi-task and perform effectively under pressure
- Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
- Ability to link business processes with product/technical solutions
- Deep understanding of customer success principles, approaches and considerations
- Experience with complex, escalated customer situations, ability to navigate large organizations and gain executive level buy-in
- Knowledge of sales organizations and approaches
- Strong phone skills required
- Strong verbal and written skills required
- Experience in the software or saas sales or renewals environment
- Program or Project Management skills are an asset
- Curiosity – someone who wants to learn and is naturally curious
- Elevated level of integrity
- Self-motivated and driven to high performance
- Strong problem-solving abilities
- Emotional intelligence exhibited via phone-ability to establish oneself as a trusted advisor for the customer Technical Skills Required:
- Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint)
- Experience with Salesforce or another CRM Software
- Background needs to be in customer facing roles including account management, customer support, product management and sales;
- Strong empathy for customers AND passion for revenue and growth
- Excellent interpersonal skills will be needed in order to build the strong relationships, particularly with field organizations and business partners, which will be critical to success.
- Relevant Bachelor’s degree preferred, but not required
- Experience in managing issues, scope, and quality while bringing areas of responsibility and tasks to completion under strict deadlines
- Highly proficient computer skills including internet, SFDC, email, MS Word, Excel, PowerPoint.
- Highly skilled at multi-tasking with the ability to quickly adapt and learn.
- Ability to think outside the box as needed with an instinct for innovation
- Ability to build collaborative relationships within sales as well as sales support to facilitate better customer experience
- English plus Dutch fluency level
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