Job: Support Account Manager

Jobing Description

Job Description - Support Account Manager (110000027E)

Job Description

Support Account Manager (

Job Number:
110000027E)

Description

Role/Purpose
With our premium support services, we strive to provide high value tailored services to our customers who use our products and solutions in a mission critical, fully integrated enterprise environment.

If you are action-oriented, results -oriented, have a 'take charge' attitude, and want to be part of a team that helps Autodesk achieve recognition for delivering outstanding support to enterprise customers, the Support Account Manager (SAM) is the role for you. This role is critical in ensuring enterprise customers renew their support contract associated with significant revenue.

We partner with other support and sales functions to deliver a comprehensive array of reactive, proactive, predictive and pre-emptive services aiming at maximizing the return on investment for our customers by maximizing the availability, the adoption/utilization and performance of our solutions at a customer site.

The Support Account Manager (SAM) serves as the personal advocate of enterprise customers within Premium Services and Support (PSS), and as the primary contact for all support related issues. The SAM helps enterprise Customers minimize unplanned downtime and improves the speed at which problems are fixed and issues are resolved, and ensures customers become more effective in using and maximizing their return on investment with Autodesk products and solutions.

As a global leader in 3D design, engineering, and entertainment software, Autodesk helps people imagine, design, and create a better world. Autodesk accelerates better design through an unparalleled depth of experience and a broad portfolio of software to give customers the power to solve their design, business, and environmental challenges. In addition to designers, architects, engineers, and media and entertainment professionals, Autodesk helps students, educators, and casual creators unlock their creative ideas through user-friendly applications.

Job Title and Req. #: Support Account Manager - 110000027E

Location: Home Office Based

Responsibilities
- Serves as a conduit between the customer and Autodesk by facilitating meetings with key customer and Autodesk executives to ensure a healthy relationship and preventing unforeseen problems or events
- Establishes and maintains working relationships with customer, includes on-site visits, regular staff meetings, definition and management of

expectations and goals
- Listen and understand the customers needs and requirements in order to identify program improvement opportunities yielding an increase in efficiency,

e.g., new workflows, training, and system or product upgrades, etc
- Ensures customers are utilizing and realizing the benefits of their premium support offering utilizing montly reports that detail all proactive and reactive

interactions
- Delivers Quarterly Business Reviews to customers, providing a detailed and longer view (trending) of issues, a venue to discuss long-term business

strategies, and for Autodesk to gain a better understanding of customer business needs

- Serves as customer single point of contact on Severity 1 cases; monitors service level compliance by technical support organizations; may play a problem management role in high profile or complex cases
- Audits the emotional health of the relationship by ensuring quarterly feedback is obtained through survey or 3rd party feedback mechanisms
- Provides input into the Sales Playbook to assist sales in achieving repeatable plays with similar industry customers, by providing success stories and advice for positioning the value proposition of the enterprise support offering
- Provide monthly updates to all members of the account team (Sales, Consulting, Support, and Business Center) to ensure common understanding of customer status
- Actively influences direction, standards, policies of enterprise support offering to ensure satisfaction and loyalty of enterprise customers

Skills
- Influence and Relationship Management
- Able to anticipate Customer needs, develop proposed solutions, and build consensus amongst customers and internal business units and stakeholders
- Ability to say 'no' and to manage and set expectations properly with customers while ensuring satisfaction, trust, credibility, and positive business outcomes
- Customer Service and Business Development
- Able to balance providing exceptional service with the need to improve financial performance, and increase revenue and profits
- Understand current and planned new business processes, objectives and strategies and their requirements for services, products, or solutions
- Capable of defining and developing lead generation strategies to further penetrate existing accounts
- Demonstrated success in prospecting, qualifying, closing and driving results. Will thrive in a high-energy, high expectation, results-orientated environment.
- Time Management
- Ability to manage multiple complex projects, juggling competing priorities, and meeting exacting deadlines

- Problem Solving
- Approach problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution

- Communication
- Excellent interpersonal, communication and presentation skills. The person in this role will spend significant amounts of time working hands-on with

customers, sales and services leadership

Requirements
- Demonstrated ability to build and maintain strong relationships with enterprise customers
- High business acumen and strong business presence
- 5+ years post-sales Support Account/Account Management experience or Service Level Management experience
- Able to accommodate domestic and/or international travel 25%
- Bachelor Degree in Business or equivalent work experience
- ITIL Service Level Manager certification a plus

Primary Location
: Americas-United States-New Hampshire-Manchester