CSM Enablement Business Partner - AMER
Location: Denver, CO- United States
About the Position Our Customer Success team is responsible for building the infrastructure that supports our globally distributed Customer Success Organization; including tools, skills, competencies, processes, systems and technology. We educate and train our customers and our colleagues in Customer Success, to be adept and better skilled at their jobs by utilizing techniques, methodologies, analytics, platforms, and workflows. We help keep the Customer Success Manager organization in sync and working collaboratively together. As a CSM Enablement Business Partner in the Customer Success Manager (CSM) Organization, you will apply your experience and aptitude to help Customer Success Managers better serve our external customers. Since Autodesk converted to a subscription-based business model, we are helping our clients innovate more quickly, accelerate adoption of new solutions, achieve strategic goals and drive long-term success, and manage change with minimal risk. Responsibilities - Engage with Customer Success Managers (CSM’s) and CSM Leadership specifically in the Americas, and more broadly across the globe, to understand their needs and pressures - This engagement with the CSM organization will help create and deliver programs that address the prioritized set of business needs and enable CSM’s to deliver more value to our customers efficiently - Conduct Program and Training Needs Analysis, anticipating future training demands & develop plans accordingly to meet the needs of the business and help CSM grow their skill set to better deliver value to their customers - Identify and connect with stakeholders to define the business segment requirements and convert feedback and thinking into programmatic requirements, acting as a trusted advisor to business leadership - Execute on a change management plan developed by partnering with stakeholders and CS Practice team members, to deliver program and system adoption for CSM’s globally - Drive overall quality improvements within CSM training by setting benchmarks & ensuring best practices in training tools and techniques are kept in the forefront - Leverage the Customer Success platform (Gainsight) and other technologies to help collaboration across account teams - Measure adoption and other leading indicators to assess effectiveness of programs through data-driven insights - Work closely and collaborate with others in CSM Enablement Team (other regional Business Partners) and other Enablement Teams in Autodesk. Minimum Qualifications - Minimum of 5+ years’ experience in customer success, or enablement functions - Minimum of 3+ years of experience with program and project management or as a business analyst for internal teams - Excellent presentation and communications skills -Comfortable and engaging delivery style - Excellent writing skills - Previous Training / Workshop delivery and Group facilitation experience- live and virtual - Previous program/project management, business partner experience in a services organization Preferred Qualifications - 4-year degree - A background in Business Coaching. Training or Teaching experience ideal - Ability to engage and drive trust with internal teams to foster collaborative partnerships - Ability to work effectively in a matrixed environment and manage multiple projects and stakeholders concurrently - Excellent active listening and interpersonal skills - Influential- ability to influence others - Strong change management experience, with demonstrated experience with technology rollout and adoption - Empathetic: able to understand the needs and pressures of others and develop plans and programs to best address those needs - Team player: enjoy working with diverse groups of people with widely variable technical skills
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 scientists, 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.