Job Requisition ID #

22WD64562

Position Overview
The Premier Expert supports sales efforts of the Named Accounts sales organizations, helping them achieve and exceed revenue goals, ensuring high standards of account data integrity, while delivering a positive customer experience.

The Premier Expert ensures processing and completion of all global direct and direct-led Named Account orders in a timely and efficient manner.

Location: San Francisco United States
 

Responsibilities

• Office Administration

  • Streamline customer facing back-office processes to increase and maintain a high level of customer satisfaction

  • Through research and engagement with members of the Deal Operations Organization, anticipate potential areas of risk and proactively drive areas of opportunity

  • Interfaces with the following internal partners when deemed necessary:

    • Client Services Team (CS), NPI, Access Fulfilment

    • Legal

    • Customer Financial Services (CFS)

    • Sales and Deal Operations

    • Finance Business Partner

    • Licensing and Data Management

    • Tax Manager

    • Product Support Team

    • Consulting Team

    • Revenue Recognition Team

• Be Proactive

  • Build customer and sales relationship in-person or by phone. Proactively suggest solutions based on knowledge of customer’s business and past purchase history

  • Validate quotes for Named Accounts Sales

  • Pre-Sales, provide information regarding product availability. upgrade paths, pricing based on the customer’s agreement with Autodesk such as Enterprise Business Agreement

  • Post-Sales, provide information regarding order status, license fulfillment, and asset status. Perform asset changes in the database to fulfill the customers’ needs

  • Provide service within agreed upon Service Level Agreements (SLA's) to customers, both internal and external

  • Identify and escalate sales opportunities that require an Application Engineer or Piracy involvement to Named Account Sales manager

  • Recommend to management solutions to difficult customer issues ensuring customer needs are always met

• Be Investigative

  • Ensure that direct and direct-led Named Account orders have appropriate information prior to submittal for processing, complying with Legal, G9 policies, and SOX compliance

  • Contribute to complex direct and direct-led deals, such as Token-flex, ETRs. Ensure that deals comply with Deal Review Board (DRB), Legal, G9 policies

  • Generate and analyze regular and ad hoc license reports for Sales representatives and/or Channel Partners

  • Investigate and respond to customer inquiries regarding shipments, products, verifications, registration, and complaints

  • Work closely with the Registration & Activation Team to ensure the customers’ license file needs are met. Work closely with the Technical Assistance and Customer Success Managers to fulfill any requests related to asset management

  • Research and resolve issues concerning, chargeback, commission, missing data and Return Material Authorization (RMA) product

  • Analyze and research historical data to solve customer issues. Log quality problems or issues

  • Ensure high level of customer satisfaction by responding to escalations in a timely manner. By providing appropriate resolutions and identifying trends that will increase internal and external efficiency

• Be Engaged

  • Participate in global initiatives for enhancing the overall Named Account experience including educating the customer on resources available including self-service tools

  • Work closely with Sales for quarter-end activities, such as order compliance and cut-off dates

  • Interface and partner with other departments to ensure seamless deal processing for Named Accounts

  • As part of the Deal Support Team, drive and manage activities to support the development of enterprise deals

  • Maintain up-to-date knowledge of Autodesk’s competitive positioning in the marketplace to ensure seamless, extraordinary service for Named Accounts

  • Be knowledgeable of your individual and team NPS scores, drivers, and identify ways to improve experience

  • Create/maintain global process documentation based on expertise in specific job areas. Work with worldwide Premier Team to document best practices

• Other duties as assigned by management

Minimum Qualifications

• BA/BS or equivalent experience

• A minimum of 5 years customer service or sales support experience

Preferred Qualifications

• Strong organizational and time management skills. Ability to juggle multiple projects and priorities

• Excellent communication, interpersonal and presentation skills

• Knowledge of Autodesk client-based markets

• Motivated by individual and team achievement

• Has experience providing support to sales personnel and customers

• Has worked with all basic transactions and record-keeping functions

• Able to research and respond to customer queries and requests

• Has assisted in developing proposals, presentations, newsletters, BC documentation, etc.

• Maintain customer and sales-related information in line with record-keeping requirements

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.