Measure and monitor performance against established service levels to ensure achievement of individual and team targets
Shape the organization’s vision by contributing to global projects that improve our efficiency
Lead the delivery of world-class technical support for Autodesk products by helping build and optimize support processes that stive to exceed service goals
Directly investigate and ensure resolution of escalated issues related to service delivery and customer satisfaction, ensuring timely communication with customers and stakeholders
Collaborate with peers and senior leaders to share operational insights and provide information on support effectiveness
Drive communication and change management, ensuring teams are always up-to-date and aligned with internal initiatives
Develop relationships to drive alignment and the results needed to achieve customer satisfaction and business objectives
Champion HR initiative by driving onboarding, performance planning, staff development, and coaching to maintain a high-performing team
Requirements
autodesk
crm
cloud saas
bachelor's
5+ years
remote
Demonstrated ability to manage through ambiguity for oneself and others by leveraging change management strategies
Ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced technical support environment
An understanding of customer success management practices
Trusted: Demonstrating integrity and accountability by taking ownership of actions, decisions, or missteps even when outcomes are not ideal. Recognizing that timely escalation upward supports progress rather than signals failure
Proficient in CRM tools and building support operating procedures
5+ years management experience in a technology or customer support industry
Experience managing or working in a remote team
Proficiency or familiarity using Autodesk products
Experience with cloud/SaaS based applications
Demonstrated ability to use data to inform decision making
Ability to manage high pressure customer escalations with executive level stakeholders
Proven record of developing, planning, and implementing training processes and programs
Bachelor's degree or equivalent work experience
History of effective coaching and talent development through constructive feedback
Strong written and verbal English communication skills
Benefits
Information not given or found
Training + Development
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Interview process
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Visa Sponsorship
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Security clearance
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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.
Culture + Values
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.
Environment + Sustainability
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.
Inclusion & Diversity
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.