Job Requisition ID #
25WD89257
Position Overview
As a POD Team Manager, Client Services, you will be responsible for managing and overseeing the Client Services POD SMEs, focusing on their overall performance. Your role will involve identifying improvement opportunities within the POD and implementing changes to boost efficiency and effectiveness. You will report to the AMER GEO Lead Client Services Manager and will be based in our San Francisco office, operating under a hybrid-remote work policy.
Work Schedule: Monday to Friday 7:00 am - 4:00 pm PT and may change according to business needs.
Responsibilities
- Monitor POD SME performance, provide feedback, and identify opportunities for improvement
- Analyze and interpret data related to key performance indicators (KPIs) to identify trends, potential issues, and areas for improvement
- Initiate action plans for resource optimization
- Prepare and present reports to the leadership team on POD KPI performance
- Execute weekly team huddles and monthly team meetings with your direct reports
- Performance management of direct reports including calibration and addressing performance issues with coaching and performance improvement plans
- Grow relationships with management and collaborate as one team including vendor in India
- Manage escalations as assigned by management, including executive escalations
- Communicate with your team, management, senior stakeholders, directors, customers, and partners
- Share feedback to drive improvement with KPIs and case management
- Deliver difficult messages effectively
- Be point of contact for any projects assigned by management, with full accountability for driving and measuring ROI
- Exemplify our Autodesk values
- Lead engagement within your team
- Be a voice in CS Management team, sharing ideas or challenges seen by the wider CS team
- Establish scalable partnerships to provide global solutions
- Maintain good working relationships and communication with team members, vendor and external partners
- Complete all month-end and quarter-end activities
- Appreciate diverse culture and help us create greater synergies and innovations within our organization
- Champion our Autodesk's initiatives and inspire others towards its goals
- Document procedures and collaborate on best practices
- Advocate for change and liaise with management on change communication
- Speak your mind and contribute ideas
- Build employee engagement plans and drive engagement
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Minimum Qualifications
- Fluent in English
- Initiative to identify trends and lead corrective/preventative actions
- Digital fluency, using social media for communication
- Desire to grow within the company, aiming for future managerial positions
- Service-oriented mindset with a focus on customer experience
- To meet customer service performance measures
- Influence to engage others towards shared goals
- Flexibility to work in different global time zones
- Clear IDP and commitment to building and growing your career
Preferred Qualifications
- Degree in Business, Supply Chain, Logistics Management, or equivalent
- Minimum 5 years of customer service experience
- Work experience in SAP sales order management, Siebel, and Salesforce preferred.
- May require working on holidays
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Learn More
About 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!
Benefits
From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/
Salary transparency
Salary is one part of Autodesk's competitive compensation package. For U.S.-based roles, we expect a starting base salary between $64,600 and $104,500. Offers are based on the candidate's experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Sales Careers
Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales
Equal Employment Opportunity
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.
Diversity & Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
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