Technical Support Manager

Description

• 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

• 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

Training + Development

Interview process

Visa Sponsorship

Security clearance