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Manager – Customer Support

Autodesk

Autodesk gives you the power to make anything.

Job Requisition ID #

22WD56886

Position Overview

Autodesk has fully reimagined the construction business for the digital age, enabling companies to address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer and field so customers can move seamlessly through each phase of a building’s lifecycle – from design and preconstruction to construction, turnover and operations – with best-in-class solutions that include Assemble Systems, BIM 360, BuildingConnected, PlanGrid Pype and Autodesk Constriction Cloud. General contractors, subcontractors, and owners around the world rely on ACS to win more work, enhance collaboration, speed decision-making, reduce risk, and improve overall project outcomes.

The ACS Customer Support Team are driven, smart and recognized for their willingness to problem solve with positivity. The ACS Customer Support team’s focus is to successfully help customers with their day-to-day questions across all products and ensure they have a great customer experience. We do this by helping our customers successfully utilize their Autodesk Construction Solutions software, removing technical obstacles and educating users to ensure they get the maximum value for their business.

This is a chance to be a part of a global team that is growing fast within the Autodesk Construction Solutions Customer Success organization. The Customer Support Manager role will be mentor and manage a team of individual contributors. You will lead your team of Customer Success Associates to help customers with precision, product knowledge, persistence and kindness. You will lead projects to push the business forward and be an example of Autodesk’s values. Plus, you will become a knowledgeable asset in construction software looking to transform a multi-trillion industry!

Responsibilities

  • Lead and mentor a team to translate company-level initiatives into team-level initiatives. Ensure top-level performance from your team and consistently meet or exceed service KPIs. Monitor and coach team members to meet individual goals in order to have a collective force that achieves team, department, and company objectives
  • Ensure individuals have all the tools needed to succeed in their position while managing each individual and motivating them to perform their best work every day. Have clear, thoughtful, and documented expectations of your team to proactively identify any training needs, performance issues, and recognize high achievers
  • Hire and onboard new ACS Customer Support team members
  • Lead business goals and support-related projects that will allow you to utilize your unique skill set and make an impact on our team. Define project plans that deliver on fiscal goals and push the business forward
  • Collaborate with team members to identify, develop, document, share, and train on new processes and policies that continually strive to optimize our team and our business
  • Represent the ‘Voice of the Customer’ throughout Autodesk as you develop cross-functional relationships across all Customer Success pillars and with broader teams across the company
  • Work closely with the broader leadership team to manage product changes, feature release timelines, fixes to address critical issues, case escalations, incident/crisis management, or other work that impacts our customers and our business
  • Have a continuous improvement mindset and an abundance of ideas. Understand how to secure accountability and pride in our work to achieve that vision
  • Set the culture, tone, and expectations for team conduct. Ensure diversity, inclusion and a sense of belonging are exemplified by every individual in all that we do
  • Consistently display exemplary KPIs and professional branding. Embody Autodesk’s “Great Behavior” values on the ‘how’ (courage, adaptability, innovation and more) and the ‘what’ (business goals and team KPIs)
  • You are seen throughout the organization (both within the Support Team, and throughout ACS and Autodesk) to be consistently optimistic, professional, reliable and respectful. Employees and customers know that items in your hands will be taken care of efficiently and with quality. You get the job done and enjoy building strategic alliances that equip you to do so

    **The above declarations are not intended to be an “all-inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities

Minimum Qualifications

  • 3+ years of experience in management and mentorship of a team of individual contributors with a documented track record of success
  • Track record of success hitting KPIs and achieving/exceeding team, department and business goals
  • Understand customer support principles, approaches and considerations. You are committed to continual improvement of people, processes, training programs, personal growth, team skills, and resources
  • Have strong problem-solving abilities and emotional intelligence when establishing trust with people
  • Enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationships with customers and peers. Elevated level of integrity, self-motivated and driven to high performance. You are adaptable, approachable, optimistic, and patient
  • Collaborative and consultative work style, the ability to thrive in a high volume, highly dynamic work environment. Demonstrate incredible attention to detail and have an analytical and technical mindset that helps you meticulously understand, evaluate, and solve issues quickly, efficiently, and accurately
  • Resourceful and level-headed while remaining empathic and composed, even during escalated situations. You have had success instilling the same mindset into your team
  • Experience with complex, escalated customer situations, ability to navigate large organizations and gain leadership buy-in
  • Travel is sometimes requested in the role of Customer Support Manager at Autodesk. Attendance is mandatory as directed by your manager
  • Proficiency in a second language is preferred but not necessary

About Autodesk Construction Solutions
Autodesk has fully reimagined the construction business for the digital age, enabling company/ies to address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer and field so customers can move seamlessly through each phase of a building’s lifecycle – from design and preconstruction to construction, turnover and operations – with best-in-class solutions that include Assemble Systems, BIM 360, BuildingConnected and PlanGrid. General contractors, subcontractors, and owners around the world rely on ACS to win more work, enhance collaboration, speed decision-making, reduce risk, and improve overall project outcomes.

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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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Manager – Customer Support

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Autodesk

Autodesk gives you the power to make anything.

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