Customer Experience Program Specialist, Voice of the Customer, ACS Customer Success

Job Requisition ID #

22WD64966

Position Overview

In the Customer Success Organization, keeping and delighting our customers are our most important tasks. We believe in a complete cycle of customer success, improved revenue, and overall company growth. In our business model transformation, we understand driving continuous adoption of our technology is paramount to a successful engagement with our customers and as such we have created a Customer Success Team focused on increasing adoption of our solutions, ensuring our Customers are successfully meeting their business goals.

The Customer Success Organization created a new team in 2022, within Customer Experience, that focuses on Voice of the Customer. We are incredibly passionate about the success of our customers and we have been focused on synthesizing and democratizing our customers sentiment to inform our business and improve the customer experience.

Our work environment is fast-paced and always evolving. We value professional development, strategic thinking, and innovation. We are fearless in taking on new challenges that will deliver awesome results. We work hard, but also understand the importance of work / life balance.

We are looking for an experienced program manager with a proven record of working with cross-functional teams to help democratize customer insights and inspire Autodesk Construction Solutions to build amazing products and experiences for our customers. On the Customer Experience team, you will work at the intersection of teams across the organization such as all customer-facing teams, product, and marketing to streamline how insights are captured, synthesized and socialized to mitigate risk and improve customer satisfaction.

You will work collaboratively to create and curate messaging and actionable playbooks that support Autodesk Construction Solutions' business for customer success. This includes acting as the steward of this messaging - ensuring it is communicated and applied across the team, and being a strong customer advocate, keeping customers at the center of every process.

This role will help to build and nurture strong narratives and relationships, ultimately driving retention, advocacy, and measurable account growth. The successful program manager will exhibit a spirit of collaboration, empathy for the growing team, willingness to be flexible and adapt in the way we work, and a drive towards common goals within ACS.

Responsibilities

• Manage end-to-end delivery and stakeholder coordination to ensure initiatives are completed on schedule and within scope
• Continually evolve the processes that ensure that our initiatives are tracked, our risks are highlighted, and our programs are meeting user needs
• Constantly move the ball forward, be it with arbitrating between conflicting priorities/interests, managing cross-team dependencies, or driving decisions for key issues
• Optimize and enrich how customer feedback is captured across listening channels. This includes managing reporting and operations of existing listening posts and expansion of listening post data.
• Analyze and interpret a mix of qualitative and quantitative data to identify trends and provide recommendations
• Continuously audit the health of the listening post ecosystem
• Manage cross functional projects and customer centric processes to deepen our shared understanding of customer needs and to drive customer insights into internal processes, products, and marketing programs.
• Develop communication strategies to elevate awareness of customer insights and stories
• Identify, prioritize, and collaborate with other team / cross functional program managers to launch new VOC Pillars or extend VOC Programs
• Management of existing dashboards

Minimum Qualifications

• 5 Years of relevant experience
• Familiarity with Customer Sentiment Programs (Voice of the Customer, Net Promoter Score, Feature Requests, etc.)
• Ability to help shape actionable insights from many data sources
• Ability to build internal team customer playbooks and enablement content
• Highly proficient creating presentation-level content

• Experience with Microsoft, particularly Outlook, Excel, PowerPoint required
• BA/S or equivalent work experience
• Effective analytical and problem-solving skills
• Ability to self-direct, prioritize workload, and manage multiple projects and tasks

• Experience with Program / Project Management
• Amount of travel required - 10%

Preferred Qualifications

• Experience leveraging data visualization tools to tell a story, a plus
• Experience with Survey strategy, creation, and analysis such as Net Promoter Score
• Experience with Customer Service/Success, Support, and/or Customer Experience
• Experience with Qualtrics, Pendo, Looker, PowerBI, Salesforce, etc.
• You are passionate about the customer and about driving customer centric change and growth
  
  Target Base Salary Range for Denver, CO:
  
  $99,468 -$116,046

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.

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