Customer Success Operations Manager

Job Description

Customer Success Operations Manager Location: Boston, MA- United States Job ID: 20WD39720 Position Overview We are looking to add a customer success operations manager to the ACS Customer Success Operations team to design and implement solutions, which includes administering our CS platform, and gathering and managing data requirements, to enable our customer success teams to deliver exceptional value to our customers. As the CSO Manager, you have an excellent track record of delivering impactful solutions to your key stakeholders. You have a passion for building efficient processes and workflows, optimizing reports, and designing systems so they meet business needs. You will partner with our larger CS operations and leadership teams to implement initiatives that drive improved performance for our team by gathering data requirements to build out our customer success platform and automate our current processes to help our team scale effectively. The ideal candidate is process and data oriented, passionate about customer success in general as well as building out new processes and procedures that make our business run smoother, quicker, and smarter while thriving in a complex environment. You will have the ability to combine operations acumen and analytical skills to help us get the most value from our customer success platform and processes.

Responsibilities

• Support, maintain, configure and administer the daily operations of our customer success platform (Totango) for the Global ACS Customer Success team
• Identify new ways to increase automation and efficiency of the CS teams and work with cross-functional teams to implement these solutions across processes, systems, and data
• Manage the implementation of solutions, including data and requirements gathering, design, testing, and continuous improvement
• Interface regularly with our internal business operations team to surface customer success data requirements
• Build scalable processes and rules to ensure data hygiene, process compliance, and clean reporting
• Ensure that business, customer and engagement data are flowing into and out of our customer success platform are providing an accurate view of the customer’s relationship with Autodesk and their adoption of our products
• Partner with our 1:many CS team to identify and implement product event-based email campaigns that foster product adoption and synchronize with CSM touchpoints
• Analyze and improve campaigns based on data analysis and testing
• Detect early signals of at-risk accounts and create automated alerts for CSMs to address them
• Build workflows and dashboards that analyze customer data to identify new opportunities that trigger actions for CSMs to proactively engage with customers
• Implement new playbooks and changes to existing playbooks
• Define and evolve customer health scoring and reporting
• Create reports to ensure business leaders have visibility into the information CS teams are logging in our customer success platform
• Develop reporting for churn signals in product
• Manage internal processes to support the global customer success team
• Ensure all processes are well documented and maintained up to date
• Create and refine reports for business leaders, optimizing them for automation as needed

Minimum Qualifications

• 5+ years of experience in an operational analytics/reporting role with a focus on Customer Success
• Experience working in B2B or Enterprise SaaS
• Experience supporting/maintaining a customer success platform is required (i.e. Totango, Gainsight, SFDC to support CS workflows, etc.)
• Demonstrate ability to analyze various data sets and present findings in an actionable and insightful way
• An ability to learn new tools and systems very quickly
• Passion for customer success and designing processes that scale
• An ability to work very well independently
• Ability to work cross-functionally in a rapidly changing environment
• Strong business acumen; able to understand and translate business needs into technical requirements and design
• Excellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues
• Strong communication skills; able to work with a variety of stakeholders including senior leaders

Preferred Qualifications

• General database and SQL skills
• Experience as a Salesforce Admin
• Experience using APIs

Autodesk Construction Solutions Team @ Autodesk Autodesk has fully reimagined the construction business for the digital age, enabling companies to address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer and field so customers can move seamlessly through each phase of a building’s lifecycle — from design and preconstruction to construction, turnover and operations — with best-in-class solutions that include Assemble Systems, BIM 360, BuildingConnected and PlanGrid. General contractors, subcontractors, and owners around the world rely on ACS to win more work, enhance collaboration, speed decision-making, reduce risk, and improve overall project outcomes. About Autodesk With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It’s disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital artists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world. #ACSCareers PlanGrid, an Autodesk company, builds simple, beautiful software that construction teams love to use. As part of Autodesk Construction Solutions (ACS), whose mission is to seamlessly connect the office, trailer and the field across the entire construction project lifecycle, PlanGrid’s mobile-first solutions empower general contractors, subcontractors, owners and architects to provide fast, accurate information to the field. With unparalleled adoption by field workers, PlanGrid is used on projects as the single source of truth for all construction data — including drawings, photos, and other critical documents. As a result, critical workflows are streamlined, efficiency is improved and field teams can take on more work and get more done. PlanGrid’s software and other Autodesk Construction Solutions products enable a complete data set to move seamlessly through each phase of a building’s lifecycle — from design and preconstruction to construction, turnover, and operations. PlanGrid is used on more 1.5 million construction projects in 100+ countries. Join us as PlanGrid and ACS advance Autodesk’s leadership in construction. As part of GDPR compliance procedures, we have posted our Recruiting Privacy Notice on our website. Please also note that the advertised position is an opportunity with Autodesk, Inc. (https://www.autodesk.com/), as Autodesk recently acquired PlanGrid. Processing of your personal information as part of the job application process, and as part of Autodesk employment should a candidate be hired, will be handled by Autodesk pursuant to Autodesk’s Candidate Privacy Statement, available at: https://damassets.autodesk.net/content/dam/autodesk/www/content/careers/autodesk_candidate_privacy_statement.pdf. Apply for this job