22WD65297
Position Overview
Our Senior Managers drive performance through positive leadership and contribute to strategy while collaborating with all parts of the company to influence change, with the goal of increasing customer satisfaction and loyalty.
Position Overview: This position leads a global technical support management team with a focus on helping customers adopt industry-leading 3D design, engineering, and entertainment software. We achieve this by providing solutions, direction, and troubleshooting for technical support issues as well as leading the evolution and delivery of proactive support. When successful we deliver capabilities that aid our customers in their adoption and value of Autodesk products. This position reports to the Sr. Director of Global Product Support with added accountability to Directors across Geo’s.
Responsibilities
Lead our technical support teams. Experience in setting up operational practice and cadence Leading a team of 7-8 Managers in different shifts / product lines and indirect team of 80+
Lead a team of managers or team leads accountable for operational practices of technical support teams
Work with peers to ensure global operational alignment and practices
Liaise with leadership to contribute to the setting of organizational vision and for input and actions on priorities and tasks
Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards and schedules
Investigate and ensure resolution of escalated issues related to service delivery and customer satisfaction, and ensure timely communication to customers and appropriate stakeholders
Manage budgets and resourcing by working closely with direct reports, partners and leadership on adherence, forecasting, discrepancies, trend analysis, etc
Drive or lead innovative improvements
Lead, participate, or support in the execution of organizational vision, global projects, and initiatives
Interface with program and project managers to prioritize programs and initiatives that support Global Product Support strategy and vision
Proactively identify improvements to promote efficiency and improvements to the customer experience
Identify and manage the implementation of processes and plans to ensure effective delivery of technical support services for Autodesk products
Lead and participate in projects that support team strategy and vision including policy, process, documentation, and training
Lead and motivate talent
Manage and implement employee Human Resource programs and initiatives; ensure implementation of activities including but not limited to employee performance plans, onboarding programs, employee development and coaching initiatives
Manage and mentor team members
Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes, and programs
Lead with accountability, communication and relationships
Lead, reinforce and promote our Culture Code in how you act, think, do
Drive communication within the organization; ensure new information is coordinated with support teams
Develop relationships, drive alignment, understand the results needed to achieve customer satisfaction, employee satisfaction and business objectives
Establish effective working relationships across Global Product Support teams to improve processes for product quality, communication, and team engagement
Demonstrate leadership at the GPS or Customer Success Organization level to communicate messages and strategic content
Lead local site engagement activities including monitoring site sentiment, location dynamics, facility configuration, and promoting a deeper sense of community
Respond to site/area emergencies and liaise with appropriate parties to take necessary steps
Minimum Qualifications
Relevant bachelor’s degree. Overall 14+ years of experience, with 5+ years of senior technical people or team management
Experience in leading global product / technical support teams
Proficiency in CRM, Knowledge capture tools, Workforce Management tools and relevant processes
Strong written and verbal English communication skills
Preferred Qualifications
Experience with cloud/SaaS-based applications
Experience managing or working in a remote team
Familiarity with Quality Control Systems (desirable)
Proficiency or familiarity with using Autodesk products or associated industries
The Ideal Candidate
Adaptable: work with different geos, flexing around their needs and demands as required
Impactful: be a role model and inspire others
Courageous: empathizing with, responding to, and problem-solving customer or employee issues
Business Results: making timely decisions based on sound logic and consideration of the consequences
Accountable: having a keen sense of ownership with a bias for action and a willingness to roll up sleeves
Smart: clarifying assignments, prioritizing work, and attending to detail to ensure work is done in a timely and high-quality manner
Innovative: offering articulate recommendations and rationale and building support with key decision makers
Inclusive: actively listening to others to communicate clearly and concisely
Humble: learning from mistakes, adapting to change, and seeking out ways to develop new skills
#LI-POST
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.
Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.
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