Portland, OR, USA
Full Time Posted 27 days ago
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 #

    21WD49754

    Position Overview

    Looking for a career that combines innovative technology and creativity, ultimately helping creative and engineering types to build a better world? If so, meet Autodesk. Learn why Autodesk is continually ranked a top place to work by Fortune, Forbes, and Glassdoor: Top 7 Reasons You Should Work at Autodesk.

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

    The Industry Support and Escalation team is seeking a Customer Advocate Manager to ensure process consistency and alignment across our Customer Success organization.  The CA Manager will be responsible for a team of Customer Advocates tasked with resolving account level escalations in an effort to improve the customer experience. While identifying root causes that lead to systemic improvements for the betterment of the experience of all of our customers.

    CA Manager ensures process consistency and alignment across geographical regions, driving programmatic improvement and recommendations to the ISE Leadership on Escalation Management Program. 

    The ideal candidate will have experience in Escalation/Incident Management and is eager to support the Customer Success Organization with well documented, efficient and consistent processes that optimize the customer experience. 

    Responsibilities

    • Lead and manage team of Customer Advocates to ensure resolution of product; account; major customer incident escalations for the Customer Success organization

    • Establish and nurture positive relationships with Leadership across divisions

    • Evaluate Existing Escalation Management Processes

    • Inventory existing processes, ensuring each are documented with flowcharts, process guides, or other documentation

    • Review processes to optimize the use of resources, advising ISE Leadership of key areas that could be improved upon

    • Report to stakeholders on escalation compliance as well as opportunities for improvement

    • Provide data driven insights

    • Identify top priorities for process improvement

    • Share key learnings with the Global Product Support organization

    • Increase organizational communication to ensure teams are knowledgeable of existing program

    • Work with Subject Matter Experts to document gaps in current program

    • Work with Readiness & Enablement teams to develop training content in focus areas

    • Work with Customer Advocates to re-enforce key deliverables

    • Maintain teams Key Performance Indicators and report out to ISE Leadership

    • Trigger executive support when required

    Minimum Qualifications

    • Bachelor’s degree in relevant field or equivalent business experience required

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

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

    • Proven track record of building strong and collaborative relationships

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

    • Excellent written and verbal English communication skills

    • Experience working with multi-cultural team environment

    • Ability to adapt in a fast pace environment

    The Ideal Candidate

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

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

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

    #LI-POST

    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.
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    Manager - Customer Advocates - Global