Customer Advocate - AMER

Full Time
Main Location
San Rafael, CA, United States
Jobs
powertofly approved What Autodesk, Inc. Has to Offer:

Autodesk makes the software and tools that help people imagine, design, and make a better world. If you've ever driven a high-performance car, admired a towering skyscraper, used a smartphone, or watched a great film, chances are you've experienced what millions of Autodesk customers are doing with their software. Autodesk offers their employees benefits like:

  • Insurance: Health/Dental/Vision/Life
  • Work - Life Balance
  • Paid volunteer time off
  • 6 week paid sabbatical every 4 years
  • Employee Resource Groups
  • A "week of rest" at year's end
  • Job Requisition ID #

    21WD46985

    Position Overview

    In a company and organization obsessed with our customer’s success, as a Customer Advocate, you will be playing a critical role at Autodesk. 

    Advocating for Autodesk customers, your role will put you at the center of managing account level escalations in an effort to improve the experience for those accounts while identifying root causes that lead to systemic improvements for the betterment of the experience of all of our customers.

    With a strong support structure and numerous resources at your fingertips, you will ensure incoming escalations are driven to conclusion whether you are utilizing existing escalation paths or invoking cross-functional subject matter experts to remedy the situation.

    A Customer Advocate at Autodesk is an active listener with impeccable communication skills who is responsible for keeping customers informed throughout the entire process.    Using program management skills, this individual’s focus will bring order, structure, and focused management attention in order to address an account escalation.

    Autodesk strives to design and deliver the best possible experience for our customers, but when things don’t go as planned, you will relentlessly strive to regain trust and rebuild brand loyalty with our customers at the most crucial moments.

    Responsibilities

    Having Impact

    • Triaging, identifying, analyzing, communicating and initiating the escalation process based on the pre-defined escalation criteria

    • Working closely with a cross-functional team of experts from across Autodesk

    • Triggering executive support when required

    • Establishing regular customer communication for different levels of stakeholders, communicating accurate expectations to the customer and providing regular updates

    • Driving escalations to conclusion

    Striving for improvement

    • Creating and maintaining playbooks for recurring escalation types and customer segments

    • Performing a root cause analysis for each escalation

    • Documenting and reporting escalations

    • Establishing and maintaining KPI’s for successful escalation process measures

    • Maintain reports on the current state of all escalations

    • Working collaboratively with other Customer Advocates in different regions

    Minimum Qualifications

    • Bachelor’s degree 

    • 5+ years of experience in customer advocacy, customer/client service, customer support, customer success management

    • Languages: Fluent English language skills required

    • Skilled with Microsoft Office 365 (e.g., PowerPoint, Microsoft Excel, Power BI)

    • Familiarity with collaboration platforms such as Zoom, Microsoft Teams, SharePoint, Salesforce

    • Proven track record of building strong and collaborative relationships with development teams.

    • You have a proven ability to influence through persuasion, negotiation, and consensus building.

    The Ideal Candidate

    • Courageous: You are able to have hard conversations for better outcomes

    • Impactful: You are passionate about making a positive impact and have a sense of urgency in approaching critical challenges

    • Humble: You recognize that you don’t know everything, you are an excellent listener and are an empathetic person

    • Smart – You minimize complexity and strive for simplicity, but you have attention to detail

    • Influence: You have an ability to influence stakeholders and are an excellent storyteller

    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.

    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.

    Mission
    We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
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    Customer Advocate - AMER
    Autodesk, Inc.