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Customer Success Manager, XR

Autodesk

Autodesk gives you the power to make anything.

Job Requisition ID #

22WD60363

Position Overview

Virtual and augmented reality are transforming design and creation through new immersive and collaborative experiences that will impact how major segments like entertainment, architecture, engineering, construction, and manufacturing converge. The industry is being transformed by XR technology growth, creating new ways of working to review, collaborate and create.

The AR/VR/MR (XR) team at Autodesk is responsible for building and delivering XR workflows to the Architecture, Engineering, and Construction industry (AEC). This multi-disciplinary team is operating in a start-up mode within Autodesk with autonomy on product of course, but also sales, strategy, marketing, and operations. In this role, you will be reporting to the Head of Customer Success & Operations, XR.

As a Customer Success Manager on this team, you’ll build strong relationships with Autodesk customers to ensure they’re achieving maximum value through the use of our products. You’ll also work closely with key internal stakeholders such as sales, support, and product while maintaining your primary goal – keeping our customer’s needs top of mind.

You’ll have the chance to work with some of the top businesses in design, engineering, architecture, and construction who are shaping the real world by using AR/VR. From designing yachts to oil fields to high rises to retail spaces, the use cases are as fascinating as the technology you’ll get to use every day.

Does this sound like you? You’re a people person. You love helping people and are passionate about building strong, long-lasting customer relationships. You are an exceptional communicator. You find innovative ways to explain complex concepts in an elegant way. You are a problem-solver, calm under pressure and can spin plates in your sleep. You are tech-savvy; you love technology and get excited about learning new things. You have a passion for XR? If so, we want to talk with you.

Responsibilities

  • Work directly with customers throughout their lifecycle, handling everything from onboarding, training, and implementation, all the way through renewal

  • Work with customers to identify goals and success metrics, and keep track of progress

  • Provide feedback and guidance to customers, and work with them to adopt best practices

  • Provide Sales with insights to aid/steer upsells and renewals

  • Provide product feedback to Product Team to aid/steer product enhancements

  • Partner with sales to develop and implement success plans for each assigned customer, with a focus on demonstrating business ROI around desired used cases

  • Assist with the support queue to resolve customer issues

Minimum Qualifications

  • 4 Year Degree or equivalent experience

  • 5 years of experience in a Customer Success role including implementations/onboarding, technical support, and general account management, preferably in a high-tech SaaS industry

  • Ability to communicate clearly and positively through written and spoken English

  • Ability to take a proactive approach to dealing with customers and users

  • Strong interpersonal skills, detail-oriented, with excellent presentation and communication skills

  • Self-starter and quick learner, with a passion for continuous learning and improvement

  • Ability to work in a start-up fashion even within a big company (things will move fast)

  • Empathetic and can relate to different perspectives

  • Basic proficiency with CRMs, ticketing, and issue tracking systems

Preferred Qualifications

  • Previous experience in chat support

  • Experience in spatial design, construction, MEP, or the technology they use- Revit, Navisworks, Rhino, SketchUp, BIM360

  • Experience with AR/VR or you like playing VR games

  • Previous experience working remotely or with remote teams

#LI-POST

At Autodesk, we’re building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.

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Customer Success Manager, XR

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Autodesk

Autodesk gives you the power to make anything.

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