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Position Overview

The Commercial Customer Success (CCS) Manager, Greater China (GCR) is a quota carrying role with dual responsibility to drive the customer product adoption and usage as well as ensure that the renewals targets are met for the country they are responsible. They manage a team of Customer Success Advisors (CSA) and Renewals Executives. The CSA's are focused on driving success in the "Onboard" and "Use" lifecycle stages of our customers by engaging directly with customers as they deploy Autodesk solutions . The Renewals Executives are focused on driving, forecasting and closing territory, large and strategic renewals opportunities by working directly with customers and resellers/partners.

This role is the evangelist of Commercial Customer Success and is the go to person for this function in GCR. They will collaborate with the partner managers and Autodesk field sales organizations to ensure that their team members have adequate support to close their deals and delivery great customer experiences. They not only need to advocate for Customer Success within region, but as part of the APJ CCS Leadership Team, they also part of driving Customer Success best practises throughout APJ.

As a people manager role, it is responsible for mentoring, coaching, developing talent, and fostering team culture in a SaaS, ARR, or MRR revenue environment. Candidates for this position must be highly motivated, tenacious, and self-starters with a track record of building, motivating and driving high performance Customer Success Teams.

Responsibilities

• Design and execute the plan for Customer Success team in the region, aligned to the overall Customer Success vision and plans
• Achieve assigned sales quotas and KPI Target by driving the team and partners to deliver great customer experiences to ensure customer loyalty and retention
• Analyze, prepare, and present renewal metrics and trends for weekly forecast updates, QBR/QBP's, and time sensitive ad hoc requests
• Responsible for driving, forecasting, and closing renewals opportunities indirectly through close partner engagement or directly through customer engagement and day-to-day monitoring and management
• Set team expectations to drive a high-level customer satisfaction and experience to ensure continued customer adoption of Autodesk products through customer value-add activities.
• Work collaboratively with partners to drive stronger business outcomes across the region and ensure they are set up to drive CS motions
• Work collaboratively with leaders of sales and support teams such as channel team, hub sales team, technical support team, client service team, and other divisions to drive customer success motions and resolve customer activation/onboarding/usage and renewal issues
• Lead identification and recommendations for improvements in Onboarding, Use and Renewal by exchanging new ideas to improve operation and efficiency within Customer Success and the supporting organizations.
• Participate and lead various global and regional projects
• Hire, manage, mentor, coach and develop a team of Customer Success Advisors and Renewals Specialists within GCR
• Encourage innovation by exchanging new ideas to improve operation and efficiency within Customer Success and the supporting organizations
• Build and refine reporting processes as part of continuous improvement efforts and regularly report on team and individual efforts
• Ensure CRM tools and Autodesk methodologies are leveraged to process and track on-boarding and adoption

Minimum Qualification

• Proven experience (4+years) in successfully managing people to achieve performance goals within a Customer Success environment
• Strong Sales experience, ideally within renewals
• Polished professionalism with outstanding organizational, planning, communication, and problem solving skills
• Comfortable working in a fast-paced and dynamic environment
• Extensive and proven experience in Customer Success, preferably across the Customer Lifecycle, with a proven track record of renewals achievement
• Proven ability to collaborate with virtual team members and channel partners
• Excellent written and verbal communication skills
• Coaching and listening skills
• Working knowledge of SFDC
• Fluency in English & Mandarin

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