STEPHAN LUCA
Denver,USA
Summary
- Highly motivated Customer Success professional with 4+ years of experience driving customer value realization, retention, and advocacy in technology and automotive sectors.
- Proven ability to manage complex customer onboarding, foster strong relationships, and guide clients in adopting solutions to achieve key business outcomes.
- Combines deep expertise in customer success planning, training, and cross-functional collaboration with hands-on experience in automotive technology, including telematics, EVs, and fleet operations.
- Passionate about ensuring a best-in-class customer experience and maximizing product ROI. Seeking to leverage skills to optimize fleet operations for Ford Pro customers.
Overview
17
17
years of professional experience
Work History
Strategic Customer Success Advisor
AUTODESK
Denver, CO
01.2021 - 01.2025
- Managed the end-to-end onboarding experience for new AECO clients, ensuring smooth implementation and foundational setup of Autodesk solutions to accelerate time-to-value
- Served as the primary point of contact post-sale, partnering with diverse customer stakeholders to advise, train, and guide them on best practices for setup and adoption to optimize their operational needs.
- Leveraged usage analytics to proactively monitor customer health, identify adoption gaps, and implement strategies to increase product utilization and ROI.
- Develop and maintain strong, trusted relationships with key stakeholders at customer organizations.
- Developed strategic Customer Success Plans focused on customer business objectives, driving satisfaction, adoption, retention, and identifying expansion opportunities
- Acted as a key conduit between customers and internal teams (Support, Product, Sales), advocating for the voice of the customer to resolve issues and inform product enhancements.
- Serve as the primary point of contact for customer inquiries, issues, and escalations.
- Collaborate with internal teams, such as support and client services, to address customer concerns and resolve issues in a timely manner.
- Solicit feedback from customers to identify areas for improvement and inform product development priorities.
Customer Success Manager
GARTNER
Fort Myers, FL
01.2019 - 01.2020
- Partner with senior team members to identify client's mission critical priorities, providing solutions to ensure that the C-level client base receives value against services purchased.
- Supported the onboarding of new C-level clients and built strategic plans to ensure sustained engagement and demonstrable value realization against purchased executive programs.
- Focused on maintaining high client satisfaction and retention rates through proactive engagement and alignment of services with mission-critical priorities.
- Deliver on-site member support at annual Symposium and other Gartner events.
- Participate with senior team members in client value planning and quarterly review calls.
Self-driving Vehicle Test Engineer
UBER ATG
01.2008 - 01.2019
- Contributed to the development of autonomous vehicle technology at Uber ATG, involving system testing, troubleshooting, calibration, and performance analysis.
Road Testing of Autopilot AP1
TESLA
01.2008 - 01.2019
- Gained hands-on experience with advanced vehicle systems, including testing and providing detailed feedback on Autopilot (ADAS) iterations.
Lead/Test Driver
MERCEDES-BENZ R&D
01.2008 - 01.2019
- Gained hands-on experience with advanced vehicle systems, including testing and evaluating telematics, EV, and Fuel Cell technologies at Mercedes-Benz R&D.
- Managed and trained teams of test drivers, ensuring accurate data collection and detailed reporting of testing fleets for engineering teams.
Fleet Sales
SAAB
01.2008 - 01.2019
- Developed understanding of fleet operations and commercial customer needs through fleet sales experience.
Education
MBA -
Heriot-Watt University
12-2010
Skills
- Customer Onboarding & Implementation
- Customer Success Planning
- Relationship Management
- Product Adoption Strategy
- Value Realization Frameworks
- Customer Health Monitoring
- Churn Mitigation
- Customer Advocacy
- Fleet Operations Acumen
- Automotive Technology (ADAS, EV, Telematics)
- Software Implementation Principles
- Data Analysis & Reporting
- Troubleshooting
- CRM Systems (Salesforce, Sage experience)
- Microsoft Office Suite
- Project Management
- Cross-Functional Collaboration
- Stakeholder Management
- Problem-Solving
- Exceptional Communication (Written & Verbal)
- Training & Enablement
- Adaptability
- Detail-Oriented
Timeline
Strategic Customer Success Advisor
AUTODESK
01.2021 - 01.2025
Customer Success Manager
GARTNER
01.2019 - 01.2020
Self-driving Vehicle Test Engineer
UBER ATG
01.2008 - 01.2019
Road Testing of Autopilot AP1
TESLA
01.2008 - 01.2019
Lead/Test Driver
MERCEDES-BENZ R&D
01.2008 - 01.2019
Fleet Sales
SAAB
01.2008 - 01.2019
MBA -
Heriot-Watt University
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