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Digital Support Experience Community Manager
Autodesk
Optimize digital support community, enhance engagement, knowledge sharing, and AI-driven automation.
14d ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Montreal, Quebec, Canada
Office Full-Time
Company Size
11,600 Employees
Service Specialisms
Design
Engineering
Construction
Architecture
Consulting
Product Development
Technology Solutions
Software Development
Sector Specialisms
Building Design
Construction
Automotive
Building Product Manufacturing
3D Animation
Architecture
Engineering
Construction Professionals
Role
What you would be doing
automation enhancement
ai integration
content flow
performance reporting
user experience
community strategy
- Self-Service & Automation Enhancement: Continuously refine automation processes to improve customer self-service experiences working with the Community Management team to enhance community knowledge engagement
- Collaboration entre les équipes : travailler en étroite collaboration avec les équipes informatiques, d'assistance technique et communautaire afin d'aligner les stratégies d'assistance numérique sur les objectifs commerciaux et fournir des informations précieuses. Collaborer avec les gestionnaires de communauté, l'équipe du programme communautaire et les experts produits afin de maintenir un écosystème d'assistance actif et précieux.
- AI & Automation Integration: Work with IT teams to leverage AI and automation tools to streamline and coordinate the creation and distribution of knowledge content into and from the forum
- Analyse des performances et reporting : Déterminer des indicateurs communs avec l'équipe communautaire afin de suivre les KPI, analyser les tendances des demandes des clients et fournir des recommandations concrètes pour améliorer l'efficacité du support numérique via les communautés
- Cross-Team Collaboration: Work closely with IT, technical support teams, and community team to align digital support strategies with business objectives and provide valuable insights. Collaborate with Community Managers, Community Program Team and Product experts to maintain an active, valuable support ecosystem
- User Experience Improvement: Identify pain points in the customer community support journey and recommend enhancements to improve UX satisfaction and efficiency through community interactions
- Optimisation du flux de contenu : Assurer une boucle de contenu fluide vers et depuis les forums. Collaborer avec les gestionnaires de communauté et les experts Elite afin d'identifier les solutions acceptées dans les forums et de garantir leur conversion en connaissances utiles
- Develop & Execute Community Strategy: Develop and execute on the Technical Support community strategy to enhance engagement, knowledge sharing, and self-service capabilities. Develop pathways for users to engage in forums, guiding them to relevant solutions or facilitating the creation discussion threads when necessary
- Content Flow Optimization: Ensure a seamless content loop into and out of the forums. Work with Community Managers & Expert Elite to identify accepted solutions in forums and ensure conversion into valuable knowledge artifacts
- Développer et exécuter la stratégie communautaire : Développer et exécuter la stratégie de la communauté d'assistance technique afin d'améliorer l'engagement, le partage des connaissances et les capacités en libre-service. Développer des moyens permettant aux utilisateurs de participer aux forums, en les guidant vers des solutions pertinentes ou en facilitant la création de fils de discussion si nécessaire.
- Performance Analysis & Reporting: Determine shared metrics with the Community team to track KPIs, analyze trends in customer inquiries, and provide actionable recommendations to enhance the effectiveness of digital support through communities
What you bring
ai automation
knowledge management
saas
community strategy
process optimization
7+ years
- Amélioration de l'expérience utilisateur : identifier les points faibles dans le parcours d'assistance de la communauté des clients et recommander des améliorations pour améliorer la satisfaction et l'efficacité de l'expérience utilisateur grâce aux interactions avec la communauté.
- Strong analytical skills to measure and optimize support effectiveness
- Expérience dans le domaine des technologies, du SaaS ou des organisations d'assistance informatique
- Excellentes compétences en communication, en gestion de projet et en mobilisation des parties prenantes
- Familiarity with AI-driven automation, knowledge management tools, and self-service support
- Capacité avérée à collaborer avec les équipes informatiques et d'assistance afin d'améliorer la prestation des services numériques
- Amélioration du libre-service et de l'automatisation : affiner en permanence les processus d'automatisation afin d'améliorer l'expérience de libre-service des clients en collaboration avec l'équipe de gestion de la communauté afin de renforcer l'engagement communautaire
- Solides compétences analytiques pour mesurer et optimiser l'efficacité de l'assistance
- Connaissance de l'automatisation basée sur l'IA, des outils de gestion des connaissances et du support en libre-service
- Proven ability to collaborate with IT and support teams to enhance digital service delivery
- Experience with Community strategy & operations & automation in content production & process optimization
- Exceptional communication, project management, and stakeholder engagement skills
- 7 ans d'expérience minimum dans le domaine des communautés en ligne, des écosystèmes de support technique numérique et des fonctions liées à l'expérience client
- 7+ years of experience with online communities, digital technical support ecosystems, customer experience roles
- Expérience en stratégie et opérations communautaires, ainsi qu'en automatisation de la production de contenu et de l'optimisation des processus
- Intégration de l'IA et de l'automatisation : collaborer avec les équipes informatiques afin de tirer parti des outils d'IA et d'automatisation pour rationaliser et coordonner la création et la distribution de contenu de connaissances vers et depuis le forum
- Background in technology, SaaS, or IT support organizations
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Company
Overview
Founded in 1982
Year of establishment
Marks the beginning of Autodesk's journey in pioneering design software solutions.
- Pioneered software for 2D and 3D design, revolutionizing industries.
- Known for products like AutoCAD, it reshaped architecture, engineering, and manufacturing workflows.
- Empowering creators in fields from construction to digital media, enabling more innovative designs.
- Develops tools used in iconic projects, from skyscrapers to blockbuster movies.
- Pushes the boundaries of design technology, leading the way in artificial intelligence and automation.
- Software is a cornerstone in diverse sectors, from industrial to infrastructure, energy, and entertainment.
- Cloud-based solutions streamline design processes and foster real-time collaboration across industries.
- A leader in 3D design software, with solutions powering projects in every corner of the globe.
- Committed to shaping the future of digital design, bringing complex visions to life.
- Innovation: We believe in the power of creativity to push boundaries and change the world.
- Collaboration: We work together to create solutions that make a difference.
- Customer Success: We are focused on delivering products and services that help our customers succeed.
- Sustainability: We are committed to making a positive impact on the planet and communities.
- Integrity: We act with honesty and uphold the highest ethical standards.
- Inclusion: We embrace diverse perspectives and strive for an environment where everyone belongs.
2023
Net-zero commitment
Aiming to achieve net-zero carbon status, a critical step in combating climate change.
35%
Carbon emissions reduction
Significant reduction in overall carbon footprint across all emission scopes since 2019.
- Designing products that help users make more sustainable decisions, including tools for low-carbon building design.
- Aims to advance climate resilience by providing tools to better predict and plan for climate risks.
- Promotes circular design principles and helps customers optimize material use and reduce waste.
30% Female Workforce
Gender Diversity
As of 2023, 30% of the global workforce identifies as female, highlighting progress in gender diversity across the organization.
25% Leadership Representation
Female Leadership
25% of leadership positions are held by women, indicating strides toward gender parity in executive roles.
2025 Diversity Goal
Leadership Commitment
A strategic initiative to boost representation of underrepresented groups in leadership positions by 2025.
12 Employee Groups
Employee Resource Networks
Twelve employee resource groups are supported, fostering inclusion and community for diverse populations including women, LGBTQ+, and veterans.
- Leadership Commitment: Has set a goal to increase representation of underrepresented groups in leadership by 2025.
- Inclusive Hiring: Implements inclusive recruitment practices and strives for diverse candidate slates for all roles.
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