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Autodesk's Entertainment & Media Solutions Organization (EMS) is looking for a Customer Success Manager. The Customer Success Manager acts as the key consultant between our clients and your partners. They are functional experts in the film industry and in the Flow Capture (formerly Moxion) product and are adept at solving non-technical problems. Client Success Managers build and maintain the ongoing relationship with clients and work directly with the Support team to ensure exceptional client satisfaction. Reporting to the Manager, Product Support, you will join the Flow Capture Customer Success team. Flow Capture, is a powerful and secure cloud-based digital dailies and review tool. Flow Capture will be of the Flow cloud production platform, offering all the benefits of a shared data model and partinteroperability. Our goal is to exceed client expectations; therefore, we ask that you can anticipate problems and provide solutions. You rely on Media & Entertainment industry experience and judgment to help clients and promptly and knows when to escalate urgent problems to appropriate other departments. This includes being able to work well and communicate with other Customer Success Managers, support team members, developers, and QA testers, and developing of our client's needs and how to translate that to our product development team. This is a global team, providing 24x7 coverage to our customers, you are willing to put in the extra effort and hours, as evening and weekend coverage work may be necessary. You will work from your home office but will attend multiple client meetings in the greater Los Angeles area.
Responsibilities
Help clients get the best use of Flow Capture
Advise clients on the best way to organize and administer projects
Use knowledge of the production cycles to communicate with clients on technology and workflows for Flow Capture experience
Manage client campaigns and projects
Responsible for daily oversight of studio & production projects for each campaign
In-person, phone, and email support for clients - includes user training, setup, maintenance, and troubleshooting
While prioritizing and resolving time-sensitive situations reliably
Track, take ownership of, and follow unresolved issues through to completion
Identify process improvements and efficiencies, and work with support and Customer Success Managers to implement them
Provide product feedback and suggestions based on client interactions
Work with engineering and product team to ensure customer feedback (defects, feature requests, etc.) are documented and actioned
Help create help documentation
Provide weekend on-call support for our customers on a team-wide rotation basis where necessary
Minimum Qualifications
3-5+ years of relevant M+E industry experience
With a focus on client services and building relationships
Judgment and ability to combine contextual information (technical, personal) from different sources to.
Grow in a collaborative, team-based environment.
Preferred Qualifications
Experience of Autodesk Flow Capture (formerly known as Moxion) and/or PIX
Learn More
About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!
Benefits
From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $65,100 and $112,310. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Equal Employment Opportunity
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.
Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development, Design Services, and IT Services and IT Consulting
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