Customer Success Advisor Midmarket Korea

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Position Overview

The Customer Success Advisor, Korea Midmarket is a strategic post-sales role that helps drive customer onboarding and adoption of Autodesk offerings within our Midmarket accounts. The position plays a key role in ensuring customers are successfully meeting their business goals with a particular focus on working with partners and customers to lead onboarding, adoption, and value delivery. The CSA-MMA will provide guidance and resources directly to customers that demonstrates business value from their Autodesk investment and will collaborate within an ecosystem that includes the Midmarket sales reps, channel partners, customer success, technical support and client services to ensure the success of an assigned set of accounts. This position will also help identify expansion opportunities as a part of their customer engagement and promote those opportunities within the sales team for appropriate actions.

Roles and Responsibilities

• Ensure completion of onboarding and adoption milestones by leading customers and partners through tailored customer success engagements

• Identify customer challenges and business needs through direct customer conversations. Leverage this information and translate into opportunities with sales team members

• Consult with a selected set of prioritized customers to build Customer Success Plans aimed at helping them achieve their desired business outcomes. Work closely with channel partners to align on service delivery opportunities to execute on these customized success plans

• Collaborate with the Midmarket Account manager in the customer planning process, contributing to regular internal and external customer meetings and channel activities

• Monitor customer usage data, health indicators, and growth opportunities. Translate into strategies for success, together with channel partners and internal Account teams

• Provide partner training and coaching on delivering customer success motions to drive ideal customer outcomes

• Test and optimize operational processes and best practices to continuously improve productivity and efficiency; provide feedback and recommendations to leadership and operations teams

• Create enablement materials and promote self-service support tools to deliver quality partner training at scale

• Respond to customer and partner inquiries. If unable to resolve, escalate to appropriate staff or management and respond back to customer/partner with solutions provided by escalations

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

• Drive proficiency in all technology platforms a partner/customer interacts with to access our products

• Work in Salesforce to document all activity and maintain customer data

• Generate and analyse regular and ad hoc reports for management, sales representatives and/or channel partners

Minimum Qualifications

• At least 4 years of post-grad work experience on a professional inside-sales, customer success, and/or renewals team (preferably software / SaaS)

• Experience working with the Korean market

• Exhibit a collaborative and consultative work style with the ability to thrive in a highly dynamic work environment

• Proficient in MS Office products (Excel, Word, Outlook, PowerPoint) and Salesforce or another CRM Software

• English + Korean language fluency required; Excellent communication skills, both written and spoken

• Excited to work in our hybrid in-office / work-from-home working environment

• Independent, accountable, and self-motivated to drive a best in class customer experience

Preferred Qualifications

• Have previously optimized and improved workflows to drive efficiency and enhance the customer experience

• Experience driving software user adoption and/or renewals

• Ability to build strong relationships, particularly with field organizations and business partners

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

• Ability to inspire, influence, and encourage others in relationships with partners and peers

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About Autodesk
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Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

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