Senior Manager, Technical Support

26WD94685

Position Overview

This position leads EMEA shift 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 as well as 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.  This position reports to the Sr. Director of Customer Technical Success with added accountability to Directors across Geo’s.

Responsibilities

• Lead our EMEA shift technical support teams.  Experience in setting up operational practice and cadence  Leading a team of 4-8 Managers in different shifts / product lines and indirect team of about 80

• Lead a team of managers or team leads accountable for operational practices of technical support teams

• Work with peers to ensure global operational alignment and practices

• Liaise with leadership to contribute to the setting of organizational vision and for input and actions on priorities and tasks

• 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 and schedules

• Investigate and ensure resolution of escalated issues related to service delivery and customer satisfaction, and ensure timely communication to customers and appropriate stakeholders

• Manage budgets and resourcing by working closely with direct reports, partners and leadership on adherence, forecasting, discrepancies, trend analysis, etc.

• Drive or lead innovative improvements 

• Lead, participate, or support in the execution of organizational vision, global projects, and initiatives

• Interface with program and project managers to prioritize programs and initiatives that support Customer Technical Success strategy and vision

• Proactively identify improvements to promote efficiency and improvements to the customer experience 

• Identify and manage the implementation of processes and plans to ensure effective delivery of technical support services for Autodesk products

• Lead and participate in projects that support team strategy and vision including policy, process, documentation, and training Lead and motivate talent

• Manage and implement employee Human Resource programs and initiatives; ensure implementation of activities including but not limited to employee performance plans, onboarding programs, employee development and coaching initiatives

• Manage and mentor team members 

• Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes, and programs

• Lead with accountability, communication and relationships

• Lead, reinforce and promote our Culture Code in how you act, think, do 
  Drive communication within the organization; ensure new information is coordinated with support teams 

• Develop relationships, drive alignment, understand the results needed to achieve customer satisfaction, employee satisfaction and business objectives

• Establish effective working relationships across Customer Technical Success teams to improve processes for product quality, communication, and team engagement

• Demonstrate leadership at the Customer Technical Success or Customer Success Organization level to communicate messages and strategic content  

• Lead local site engagement activities including monitoring site sentiment, location dynamics, facility configuration, and promoting a deeper sense of community

• Respond to site/area emergencies and liaise with appropriate parties to take necessary steps

Minimum Qualifications

• Relevant bachelor's degree.  Overall 14+ years of experience, with 5+ years of senior technical people or team management

• Experience in leading global product / technical support teams

• Proficiency in CRM, Knowledge capture tools, Workforce Management tools and relevant processes

• Strong written and verbal English communication skills

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

• Adaptable: work with different geos, flexing around their needs and demands as required

• Impactful: be a role model and inspire others

• Courageous: empathizing with, responding to, and problem-solving customer or employee issues

• Business Results: making timely decisions based on sound logic and consideration of the consequences

• Accountable: having a keen sense of ownership with a bias for action and a willingness to roll up sleeves

• Smart: clarifying assignments, prioritizing work, and attending to detail to ensure work is done in a timely and high-quality manner

• Innovative: offering articulate recommendations and rationale and building support with key decision makers

• Inclusive: actively listening to others to communicate clearly and concisely
  Humble: learning from mistakes, adapting to change, and seeking out ways to develop new skills

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About Autodesk

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