Cloud Adoption Specialist, HUB, AEC

Autodesk Inc. Denver, CO
Cloud Adoption Specialist, HUB, AEC

Location: Denver, CO- United States

Job ID: 18WD29373

Position Overview

As a part of Autodesk's Customer Success group, you will advise professionals in the Architecture, Engineering, and Construction (AEC) industries on how to stay ahead of the game within an ever-shifting business climate by combining your industry domain expertise with comprehensive technical knowledge of the BIM 360 portfolio.

In turn, you will help drive long-term success by executing an array of services to accelerate customer business goals and drive adoption. This includes improving business processes, maximizing technology investment, and demonstrating the benefits of process change. Especially since Autodesk recently transitioned to a subscription-based business model.

Responsibilities

* Applies Customer Success and Sales skills associated with our activation/onboarding model; strong verbal and written skills required

* Is independent and self-motivated to drive a high number of activation/onboarding Utilization

* Conduct outbound BIM360 customer calls with a defined number of customer touch points per day

* Maintain basic knowledge of BIM360 Autodesk products, Construction industry trends and competitive products

* Provide partner with the relevant activation/onboarding information, understanding their business workflow to create and close activation/onboarding tasks

* Utilize Salesforce.com to document all customer activity

* Maintain Salesforce.com BIM360 Customers data's

* Respond to customer and Partners inquiries in a professional and prompt manner

Operational

* Handle all assigned incoming BIM360 activation/onboarding requests

* Contact Customers by Email and organize an Activation Remote meeting

* Lead the Activation Meeting according a script template and make sure that the customer's Account is activated

* Organize a follow up Product Onboarding meeting with customer

* Provide Remote BIM360 Product Onboarding Session or Coordinate it with the Adoption Specialists

* Monitor progress in our CRM system with regard to Autodesk policies and procedures

* Provide the BIM360 activation/onboarding service within agreed upon Service Level Agreements (SLA's) with various customers, both internal and external

* Generate and analyze regular and ad hoc reports for management, sales representatives and/or channel partners

* Document policies and procedures based on expertise in specific job areas. Work with Process Team to document best practices and workflow, including updating of internal work instructions, training materials and salesforce articles

Customer Related

* Insure high level customer satisfaction. Receive, investigate, and respond to customer inquiries regarding products, verifications, activation, onboarding and complaints. Provide information regarding activation/onboarding status. Analyze and research historical data to solve customer activation/onboarding issues. Log quality problems or issues in database

* Respond to customer inquiries through e-mail, chat and/or phone (either direct or queue system). If unable to resolve customer activation/onboarding, escalate to appropriate staff or management and respond back to customer with solutions provided by escalations

* Provide feedback and quality assurance on activation/onboarding cases, including helpful insights and analysis to improve first contact resolution rates and response times

* Build BIM360 customer relationships in-person or by phone. Proactively suggest solutions based on knowledge of customer's business and past purchase history

Minimum Qualifications

* 3 years of experience

* AEC (Architect, Engineer or Construction) Background

* Familiarity with customer success services methodologies. E.g TSIA Service Business

* Familiarity with Salesforce

* Ability to adapt quickly and manage difficult situations while remaining upbeat and positive at all times

* Strong work ethic: Team oriented, self-starter, high energy, and results oriented

* Highly proficient computer skills including internet, SFDC, email, MS Word, Excel, PowerPoint

* Database management a plus

* Fluent in speaking and writing English, any additional Major Europe Languages is a benefit

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 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.

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