Manager, Customer Support

Job Requisition ID #

22WD62244

Position Overview

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
• This is a hybrid location role with split time between remote and in-office work

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

Target Base Salary for Colorado: $112,428 -$124,920

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Click below to learn more about our benefits in the US.

https://benefits.autodesk.com/

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.

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