Job Requisition ID #
23WD74464
Position Overview
Senior Technical Support Manager at Autodesk
Our Senior Managers increase performance through positive leadership and contribute to strategy while collaborating with all parts of the company to, with the goal of increasing customer satisfaction and loyalty.
You will lead a global technical support management team with a focus on helping customers adopt industry-leading 3D design, engineering, and entertainment software. We achieve this by providing solutions, direction, and troubleshooting for technical support issues and leading the evolution and delivery of proactive support. When successful we deliver capabilities that aid our customers in their adoption and value of Autodesk products. You will report to the Sr. Director of Customer Technical Success with added accountability to Directors across Geo's.
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Workplace: You will work in a Hybrid work model from Bangalore location.
Responsibilities
- Lead our technical support teams. Experience setting up operational practice and cadence Leading a team of 7-8 Managers in different shifts / products and indirect team of 80+
- Lead a team of managers or team leads accountable for operational practices of technical support teams
- Work with peers to ensure global operational understanding and practices
- Liaise with leadership to contribute to the setting of organisational vision and for input and actions on priorities and tasks
- Investigate and ensure resolution of escalated issues related to service delivery and customer satisfaction, and ensure communication to customers and appropriate partners
- Manage budgets and resourcing by working with direct reports, partners and leadership on adherence, forecasting, discrepancies, trend analysis
- Lead in the execution of organisational vision, global projects
- Interface with programme managers to prioritise projects that support Customer Technical Success vision
- Identify improvements to promote efficiency and improvements to the customer experien
- Manage employee Human Resource programmes; ensure implementation of activities including employee performance plans, onboarding programmes, employee development initiatives
- Ensure staff are adequately prepared to support products by developing and developing training and processes
- Lead with accountability, communication and relationships
- Lead, reinforce and promote our Culture Code in how you act, think, do
- Promote communication within the organisation; ensure new information is coordinated with support teams
- Develop relationships, improve understanding, understand the results needed to achieve customer satisfaction, employee satisfaction and business objectives
- Establish working relationships across Customer Technical Success teams to improve processes for product quality, communication, and team engagement
- At the Customer Technical Success or Customer Success Organisation level to communicate messages and strategic content
Minimum Qualifications
- Relevant bachelor's degree. Overall 14+ years of experience, with 5+ years of senior technical people or team management
- Experience leading global product / technical support teams
- Proficiency in CRM, Knowledge capture tools, Workforce Management tools and processes
Preferred Qualifications
- Experience with cloud/SaaS-based applications
- Experience managing or working in a remote team
- Familiarity with Quality Control Systems (desirable)
- Proficiency or familiarity with using Autodesk products or associated industries
The Ideal Candidate
- work with different geos, flexing around their needs and demands
- Impactful: be a role model and inspire others
- Courageous: empathise with, responding to, and problem-solving customer or employee issues
- Accountable
- Smart: clarify assignments, prioritising work, and attending to detail to ensure work is done
- offer articulate recommendations and rationale and building support with important decision makers
- Learn from mistakes, adapting to change, and seeking out ways to develop new skills
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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 - our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!
Salary transparency
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, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.
Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
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