Job Requisition ID #
25WD89823
Position Overview
We are looking for a passionate and strategic Digital Support Community Liaison Managerto optimize the community technical digital support experience for our customers. Partnering with Community Leadership, this role is responsible for ensuring that customer inquiries are efficiently addressed, accepted solutions are transformed into valuable knowledge assets, and users are guided to the appropriate level of support based on their entitlements. The manager will collaborate closely with IT, support, and community teams to continuously enhance digital support experiences and drive customer engagement.
Location: At a commutable distance from any Autodesk office globally, EMEA or AMER timezone.
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Responsibilities
- Develop & Execute Community Strategy: Develop and execute on the Technical Support community strategy to enhance engagement, knowledge sharing, and self-service capabilities. Develop pathways for users to engage in forums, guiding them to relevant solutions or facilitating the creation discussion threads when necessary
- Content Flow Optimization: Ensure a seamless content loop into and out of the forums. Work with Community Managers & Expert Elite to identify accepted solutions in forums and ensure conversion into valuable knowledge artifacts
- AI & Automation Integration: Work with IT teams to leverage AI and automation tools to streamline and coordinate the creation and distribution of knowledge content into and from the forum
- Self-Service & Automation Enhancement: Continuously refine automation processes to improve customer self-service experiences working with the Community Management team to enhance community knowledge engagement
- User Experience Improvement: Identify pain points in the customer community support journey and recommend enhancements to improve UX satisfaction and efficiency through community interactions
- Cross-Team Collaboration: Work closely with IT, technical support teams, and community team to align digital support strategies with business objectives and provide valuable insights. Collaborate with Community Managers, Community Program Team and Product experts to maintain an active, valuable support ecosystem
- Performance Analysis & Reporting: Determine shared metrics with the Community team to track KPIs, analyze trends in customer inquiries, and provide actionable recommendations to enhance the effectiveness of digital support through communities
Minimum Qualifications
- 7+ years of experience with online communities, digital technical support ecosystems, customer experience roles
- Familiarity with AI-driven automation, knowledge management tools, and self-service support
- Proven ability to collaborate with IT and support teams to enhance digital service delivery
- Strong analytical skills to measure and optimize support effectiveness
- Exceptional communication, project management, and stakeholder engagement skills
Preferred Qualifications
- Background in technology, SaaS, or IT support organizations
- Experience with Community strategy & operations & automation in content production & process optimization
#LI-MM2
Learn More / Plus d'information
About Autodesk / À propos d'Autodesk
Welcome to Autodesk! Amazing things are created every day with our software - from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
We take great pride in our culture here at Autodesk - it's at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
When you're an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!
Bienvenue chez Autodesk ! Nos logiciels créent chaque jour des choses extraordinaires : des bâtiments les plus écologiques aux voitures les plus propres, en passant par les usines les plus intelligentes et les films à succès. Nous aidons les innovateurs à concrétiser leurs idées, transformant non seulement la façon dont les choses sont fabriquées, mais aussi ce qui peut l'être. Nous sommes très fiers de notre culture chez Autodesk ; elle est au cœur de tout ce que nous faisons. Notre culture guide notre façon de travailler et de nous comporter les uns envers les autres, influence nos interactions avec nos clients et nos partenaires, et définit notre image au monde. En tant qu'Autodeskien, vous pouvez accomplir un travail significatif qui contribue à bâtir un monde meilleur, conçu et réalisé pour tous. Prêt à façonner le monde et votre avenir ? Rejoignez-nous !
Salary transparency / Transparence salariale
Salary is one part of Autodesk's competitive compensation package. Offers are based on the candidate's experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Le salaire est l'un des éléments du programme de rémunération concurrentiel d'Autodesk. Pour les postes basés au Canada (Colombie-Britannique), nous proposons un salaire de base compris entre X et X dollars. Les offres sont basées sur l'expérience et la situation géographique du candidat et peuvent dépasser cette fourchette. En plus du salaire de base, notre programme de rémunération peut inclure des primes annuelles en espèces, des commissions pour les postes commerciaux, des attributions d'actions et un ensemble complet d'avantages sociaux.
Diversity & Belonging / Diversité et appurtenance
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
Nous sommes fiers de cultiver une culture d'appartenance où chacun peut s'épanouir. Pour en savoir plus, cliquez ici : https://www.autodesk.com/company/diversity-and-belonging
Are you an existing contractor or consultant with Autodesk?
Êtes-vous un sous-traitant ou un consultant existant d'Autodesk ?
Please search for open jobs and apply internally (not on this external site).
Veuillez rechercher des emplois vacants et postuler à l'interne (pas sur ce site externe).