Product Support Manager - PDMS (EMEA Shift)

Job Requisition ID #

25WD89458

Position Overview

Manage a diverse team with a clear focus on helping customers adopt industry leading 3D design, engineering, and entertainment software, by providing solutions, direction, and troubleshooting for installation and licensing issues.

You are responsible for leading a group of specialists resolving customer issues reported to Autodesk support via phone, web, online forums, and other channels. In addition to reacting to customer issues, Specialists may also engage in a variety of proactive support activities such as: developing and presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN)

• Manage the implementation of processes and plans to ensure effective delivery of technical and support services for Autodesk products.
• Measure and monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards
• Directly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders
• Manage and implement employee Human Resource Programs and initiatives; ensure implementation of employee performance plan, on boarding program, employee development and coaching initiatives etc
• Manage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, etc
• Lead or participate in setting organization vision, global projects & initiatives; proactively identifies more efficient strategies to promote efficiency.
• Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes, and programs
• Drive communication in the organization; ensure new information is coordinated with support teams and partner teams
• Develop relationship with Division staff, drive alignment, understanding and results needed to achieve customer satisfaction and business objectives.
• Establish working relationship with Product Development and Product Management to ensure feedback from customers are addressed, actions are taken and tracked, and customers and staff are informed of progress

• Bachelor's degree or equivalent work experience
• 8 years management experience in a technology or customer support industry
• Proficient in CRM, Knowledge capture tools and processes. Knowledge of Active directory and various authentication methods will be added advantage.
• Strong written and verbal English communication skills. (Additional language skills are a plus)

• Proficiency or familiarity using Autodesk products.
• Experience with cloud/SaaS based applications.
• Experience working managing, or working in, a remote team.
• Familiarity with Quality Control Systems (desirable).

• People-minded: empathizing with, responding to, and problem-solving customer issues
• Prompt: making timely decisions based on sound logic and consideration of the consequences
• Motivated: having a keen sense of ownership with a bias for action and a willingness to role-up sleeves
• Organized: clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality manner
• Strategic: offering articulate recommendations and rationale and building support with key decision makers
• Attentive: actively listening to others to communicate technical information clearly and concisely
• Intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skills.
• Influential: being a role model, inspiring others and effecting a positive impact