Technical Support Manager

25WD92814

Position Overview

Are you ready to lead a high-performing team and make a real impact?  As a Technical Support Manager, you will empower specialists to deliver outstanding customer support for industry-leading 3D design, engineering, and entertainment software.   You will tackle customer challenges, drive proactive support programs, and influence our service strategies—all while helping your team grow and succeed.

Our ideal candidate gathers and analyzes the most critical information needed to understand problems and generates innovative ideas and solutions while ensuring customer issues are resolved, shaping an environment where people are empowered to step up and take responsibility.  Do you have a successful history of directly managing Customer Service or Technical Support Teams?  If so, we would like to hear from you.
 

Responsibilities

• Measure and monitor performance against established service levels to ensure achievement of individual and team targets

• Lead the delivery of world-class technical support for Autodesk products by helping build and optimize support processes that stive to exceed service goals

• Directly investigate and ensure resolution of escalated issues related to service delivery and customer satisfaction, ensuring timely communication with customers and stakeholders

• Champion HR initiative by driving onboarding, performance planning, staff development, and coaching to maintain a high-performing team

• Shape the organization’s vision by contributing to global projects that improve our efficiency

• Drive communication and change management, ensuring teams are always up-to-date and aligned with internal initiatives

• Collaborate with peers and senior leaders to share operational insights and provide information on support effectiveness

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

Minimum Qualifications

• Bachelor's degree or equivalent work experience

• 5+ years management experience in a technology or customer support industry

• Proficient in CRM tools and building support operating procedures

• Strong written and verbal English communication skills

• Demonstrated ability to use data to inform decision making

• History of effective coaching and talent development through constructive feedback

• Demonstrated ability to manage through ambiguity for oneself and others by leveraging change management strategies

• Ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced technical support environment

• Ability to manage high pressure customer escalations with executive level stakeholders

Preferred Qualifications

• An understanding of customer success management practices

• Proficiency or familiarity using Autodesk products

• Experience with cloud/SaaS based applications

• Experience managing or working in a remote team

• Proven record of developing, planning, and implementing training processes and programs

The Ideal Candidate

We are committed to creating an inclusive environment where diversity is our competitive advantage.  We serve as strategic problem-solvers and trustworthy partners, delivering exceptional value and experiences for our customers.  As a part of our culture, we strive to demonstrate the following values:

• Optimistic: Adopting a solution-focused mentality in the face of obstacles or challenges, responding to unexpected changes with openness and curiosity

• Relentless: Pursuing results with focus and consistent effort despite obstacles, working collaboratively to find solutions that ensure customer success

• Brave: Using data, insights, and feedback to take smart risks that yield impactful results while having difficult but necessary conversations that make us better as a team

• Ingenious: Looking outside our role, team, or organization for new ways to solve problems, collaborating effectively to achieve progress

• Trusted: Demonstrating integrity and accountability by taking ownership of actions, decisions, or missteps even when outcomes are not ideal.  Recognizing that timely escalation upward supports progress rather than signals failure

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 is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $90,900 and $146,960. 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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