Overview
Work History
Education
Skills
References
Timeline
Generic

Carolyn Rose

Westminster,CO

Overview

17
17
years of professional experience

Work History

Senior Manager, Global Innovyze Customer Success Manager

Autodesk
01.2022 - Current
  • Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
  • Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
  • Build a global professional services organization to support customers from onboarding and training through to long-term multi-stage digital transformation project
  • Partner with 3rd party systems integrators for services scale and project delivery as part of major cloud-migration and digital transformation projects
  • Partnering very closely with our sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them
  • Drive customer outcomes, product adoption and customer experience
  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Build and lead world-class team
  • Work closely with sales management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Drive Account Growth Outcomes
  • Expand our revenue in accounts through new sales and up-sell opportunities
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Deliver transformational leadership so that team is highly motivated and engaged
  • Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • This role is focused on pre-sales and customer success management and is not a technical support-related role.

Client Services Manager – Americas

Innovyze
05.2019 - 12.2021
  • Oversee the day-to-day activities of the support team to ensure the standards for customer service, implementation services, and training is maintained
  • Manage implementation projects through full project lifecycle; from initial concept through to implementation and handover
  • Develop and implement procedures which are pertinent to the effective and efficient operation of the support and implementation team
  • Set performance standards and develop metrics to ensure the team meets the goals
  • Ensure client satisfaction and issue resolution; serve as an escalation point for client issues
  • Recruit, develop and retain individuals with skills, attitude and experience necessary to enable the organization to meet commitments
  • Responsible for performance feedback, reviews, and professional development for the support team
  • Coach and mentor direct reports and peer-level employees
  • Review significant deliverables, which are likely to have an impact on client perceptions or services
  • Prepare the support team for new software releases
  • Coordinate internal resources within cross-functional teams to deliver quality software to meet deadlines
  • Regular monitoring of projects to stay within agreed time, scope and budgetary constraints, escalating any issues in a timely and concise manner
  • Lead project planning, scheduling and reporting activities
  • Pro-actively communicate with internal and external stakeholders daily and manage their expectations.

Technical Support Engineer

Innovyze
10.2018 - 05.2019
  • Resolving technical questions from customers
  • Conducting software training courses
  • Testing new features and software updates
  • Writing user guides, training materials and on-line helps
  • Providing technical backup to the sales team and in marketing.

Water/Wastewater Engineer

AECOM
04.2017 - 10.2018
  • Water and Wastewater hydraulic modeling
  • Master Planning
  • CIP Development (includes cost estimating)
  • Training engineers in the software application
  • Business Development.

Technical Support Engineer

Innovyze
01.2013 - 04.2017
  • Resolving technical questions from customers
  • Conducting software training courses
  • Testing new features and software updates
  • Writing user guides, training materials and on-line helps
  • Providing technical backup to the sales team and in marketing.

Assistant Civil Engineer

AECOM
01.2007 - 12.2012
  • Assisting project managers in the following tasks: Water and Wastewater hydraulic modeling
  • Master Planning
  • Field investigations
  • Permitting
  • Cost estimation
  • GIS Mapping.

Education

BS Civil Engineering -

University of Central Florida
Orlando, FL
12.2006

Skills

  • Proficient in Microsoft Office Suite Programs
  • Proficient in Innovyze s Infowater/InfoWater Pro, H2ONet, InfoSewer, InfoSWMM, UDF, InfoWorks ICM/CS, InfoAsset Planner, InfoAsset Manager
  • Proficient n Bentley’s WaterGEMS and SewrerGEMS
  • Proficient in ArcMap/ArcGIS Pro and AutoCAD
  • Proficient in EPANET and EPASWMM

References

Available upon request

Timeline

Senior Manager, Global Innovyze Customer Success Manager

Autodesk
01.2022 - Current

Client Services Manager – Americas

Innovyze
05.2019 - 12.2021

Technical Support Engineer

Innovyze
10.2018 - 05.2019

Water/Wastewater Engineer

AECOM
04.2017 - 10.2018

Technical Support Engineer

Innovyze
01.2013 - 04.2017

Assistant Civil Engineer

AECOM
01.2007 - 12.2012

BS Civil Engineering -

University of Central Florida

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Carolyn Rose