Customer Success Specialist - License
- Autodesk
- 3 - 8 years
- Bengaluru
- 5 years ago
- Email to a friend
- Report this job
Job Description
Customer Success Specialist - License Compliance
Location: Bangalore- India
Position Overview
Reporting to Customer Success Specialist Manager, the Customer Success Specialist -License Compliance is a key role to driving onboarding, adoption and retention of core products/solutions by providing post-sales guidance and initiatives directly to all customers who purchased Autodesk Software through License Compliance Engagement in a select sales territory.Managing a portfolio of a few hundred customers and interacting directly with customers via phone, he/she will engage the assigned LC customers to ensure 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 LC 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.
Help the LC customers to understand the value of the subscriptions by actively driving adoption and to activate the genuine software purchased.
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 Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success.
Has good understanding of software licensing models, license agreements, and contracts, and territories legal framework tips.
Understand legal compliance framework and exercising high level judgment, develops and communicates both written and oral messages in selling and persuading customers to renew software license and presenting liability problems if remain under licensed Conduct outbound.
LC customer calls with a required minimum number of calls daily Manage and collaborate interdepartmentally to resolve LC Customer escalations 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 teams, including License Compliance Sales teams. Collaborate with local sales organization and legal department on development and implementation of strategies and tactics for Autodesk's License Compliance programs.
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 Educate and motivate channel partners to participate in the retention of LC Customers
Qualifications
3-6 years relevant experience
Experience interacting with clients of all levels, particularly dealing with License Compliance customers and across a broad geographical area
Background needs to be in customer facing roles including account management, customer support, product management or sales
Ability to forge strong customer relationships and insights over the phone, Strong phone skills
Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
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
Experience in the software or saas sales or renewals environment Previous experience in license compliance would be an advantage
Perks and Benefits
Best in the industryJob Classification
Industry: IT-Software, Software ServicesFunctional Area: Sales, Retail, Business Development,
Role Category: Corporate Sales
Role: Corporate Sales
Employement Type: Full time
Education
Under Graduation: B.Tech/B.E. in Any Specialization, Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required, Any Postgraduate in Any Specialization
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required
Contact Details:
Company: UTODESK INDIA PRIVATE LIMITEDLocation(s): Bengaluru
Keyskills: Customer Support Upselling Product Management Cross Selling it licensing Software Licensing Product Adoption Customer Satisfaction Customer Retention Sales Ability Product Training
Autodesk
About Autodesk www.autodesk.comWith 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; manufacturi...
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