Premium Support Offering
A Tiered Subscription offering aimed at providing customized support, optimizing reporting experience and team productivity for eligible customers
Goal :
Introduce industry standard tiered support offering for eligible mid-size customer with new capabilities customer can use from the Autodesk account page
Enable sellers and channel partners to identify eligible customers and upgrade customers
Enable new industry standard True-Up model
Enable renewals with upgraded offering
My Role
I was tasked with leading end to end implementation of the Premium Tiered support model from MVP till final releases. To make this program successful , I played multiple roles for the successful launch of the product.
Some of the key roles I played are
Lead product manager : Led cross-functional product management for Sales, Customer Success, Partner, Support, Finance domains and co-ordinated with business models, revenue operations, product managers and enablement teams in these spaces to align on feature prioritization and roadmaps
Lead Program Manager : Led program level planning and release management, planned MVP releases to deliver impact for users
Lead Product Owner : Led collaboration with multiple product owners and managed JIRA execution status tracking for all releases
Approach and GTM Strategy
Premium plan was a large program and needed meticulous GTM planning to launch the features into market and enable GTM teams to successfully sell and renew customers on this offering across the globe
We finalized on an approach to enable offerings in multiple launch scheduled
Launch 1 : Enabled sellers and partners to sell Premium offering to eligible customers with Annual term subscriptions
Launch 2 : Enabled sellers and partners to sell Premium offering to eligible customers with Multi-Year term subscriptions
In these launch windows, new capabilities were introduced to allow sellers to sell new and support renewal for existing customers with Premium support.
With Premium offering, we launched industry standard True-Up policies for the Autodesk customers
Premium Roadmap
MVP definition
Premium launches were broken into multiple drops to align with the GTM strategy
With first MVP launch the offering was launched for annual subscription customers who were eligible to upgrade.
Built features for sales teams to collaborate with channel partners to identify and sell premium to eligible customers
Built new support case workflows for expedited case resolution for Premier customers
Release 1
With Release 1, premium offering was launched for eligible multiyear customers
Enabled new support case workflows for expedited chat and voice call support for multi-year Premium Customers
Launched renewal motions to support 1 year premium renewals
Launched True up sales and support motions for 1 year customers
Launched exception policies for legal and finance teams for delinquent customers
Release 2
Launched fully automated renewal workflows for premium annual and multi-year customers
Launched True-up motions for multi-year true up customers
Success Story
With Premium offering launch, best in class tiered support services were made available for the customers, resulting in enabling a multi-million dollar revenue generating stream for the company.
With Premium Program, I showcased my leadership skills and managed complete end to end journey of the offering from ideation to launch and won CEO award for my contributions