Program Specialist I, Customer Success Operations
Location: Denver, CO- United States
This is an opportunity to be part of our Customer Success Operations (CS Ops) team. This team is a dynamic team of program and process experts responsible for helping our Customer Success Organization focus on creating loyal customers. We deliver the operational capabilities needed to deliver high-value services that exceed the expectations of our customers. CS Ops is part of our Global Sales and Success organization (GSSO) and our 2000+ person Worldwide Field Operations division. Working in conjunction with the programs team, the project specialist assists with the implementation of programs and the projects driving them. The Project Specialist’s primary responsibilities are: assisting CSS Managers with the planning, developing and implementation of programs and the projects driving the program impacts. Responsibilities - Coordinate project activities and collaborating with project team members - Deploy programs and process change to Customer Success Teams - Determine individual learning and development needs by call shadowing Customer Success Specialists; observing engagements; studying result reports; conferring with sales managers - Provide one-on-one and one-to-few coaching and mentoring on processes and methodologies, recommending additional training resources where appropriate - Conduct group training sessions on key sales skills and best practices - You are a role model and advocate for a coaching culture in the Customer Success Organization - Identify existing program challenges, and work with the Project/Program Manager to articulate the problem, plan for improving processes and influence the prioritization of existing projects Minimum Qualifications - 1-3 Years previous experience in a project or program management, administrative, or sales support role - Ability to work in office daily (Downtown Denver,CO) This is not a remote or virtual role - Languages: English, native proficiency; must have excellent spoken and written English communications skills - Analytical Skills: must have great analytical, organizational and project management skills - Strong writing, reporting and presentation skills, and the ability to follow standards and processes - Excellent Microsoft Office skills: Excel, Word, PowerPoint, and Outlook - Previous presentation experience: ability to deliver engaging, informative and well-organized presentations - Excel and reporting tools: can provide status reports and progress updates as needed - Ability to communicate difficult or sensitive information tactfully - Ability to travel as required, domestically or internationally, 10%-20% Preferred Qualifications - Bachelor’s degree in a related field - Bilingual Candidates: English/Spanish or English/Portuguese - Previous experience in a Customer Success Organization - Ability to adapt to change, not be afraid to ask questions, and remain flexible - Ability to manage multiple tasks simultaneously, ensuring completion within defined SLA’s - Ability to work cross-functionally, collaborating with sales, legal, finance and other business partners as needed - Excellent customer service skills with a service mindset - Experience building and maintaining project plans, schedules - Growth mindset; embraces challenges and desires to learn from setbacks and difficulties - Self-motivated and able to process repeated and packaged tasks - A combination of education and experience may be considered The Ideal Candidate - Focuses on the customer - your primary customers in this role will be the internal Customer Success Specialist Teams in AMER - Build strong customer relationships and gain insights into their needs - Act with a clear sense of ownership, taking personal responsibility for decisions, actions, and failures - Self-starter who steps up to handle new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm - Comfortable working with colleagues at all levels and from all over the world to achieve shared objectives. - Easily gain the trust and support of others and credit others for their accomplishments and contributions - Establish clear responsibilities and processes for monitoring work and measuring results, including opportunities to and receive feedback - Follow through on commitments and make sure others do the same - Get stuff done - Have courage - Have the passionate self-belief and trust necessary to be bold and brave in your actions to take controlled risks and encourage others to challenge your ideas, and delivery strong results - Identify opportunities that benefit our customers and build and deliver solutions to meet their expectations - Partner with others: representing your own interests while being fair to others - Act: identifying and seizing opportunities without unnecessary planning - Work cooperatively
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