Job Requisition ID #

25WD89256

Position Overview

As a POD Engagement Lead, Client Services you will play a crucial role in driving the success of the pods. Your responsibilities will include providing strategic direction for the pod's activities while also managing and overseeing daily operations. You will be instrumental in supporting the team with complex cases, addressing escalations, oversee training needs, and cultivating a collaborative environment for team success.  Reporting to the AMER GEO Lead Client Services Manager. Work Schedule: Monday to Friday 7:00 am – 4:00 pm PT and may change according to business needs.

Location: you will be attached to our San Francisco office, with a hybrid-remote work policy.

Responsibilities

GEO lead for the AMER Autodesk CSCI program delivering monthly review meetings with specialists to include reopened and action management cases

Leads all DSAT review meetings for Autodesk specialists and help identify areas for improvement in service delivery and overall customer experience

Provides coaching and feedback to AMER Autodesk specialists and addresses their case queries

Escalation management support for internal email aliases, including executive escalations

Manages customer service escalates requiring a direct call to the customer or partner

Conduct training sessions with new hires, tenured Autodesk specialists, and vendor

Oversee the POD, including assigning tasks, monitoring progress, and ensuring work meets quality standards

Working with the POD SME and GEO lead, to resolve vendor engagements gaps

As directed by the POD SME, assumes case ownership to improve a negative experience

Drive resolution of pending collabs and incident tickets

Facilitate communication within the POD ensuring effective collaboration and alignment

Identify opportunities for process improvement, implementing best practices and ensuring efficiency

Drive best-case hygiene and case management for the team

Grow relationships with management and collaborate as one team including vendor in India

Communicate with your team, management, senior stakeholders, directors, customers, and partners

Collaborate with the AMER and Global Team Leads and mangers, sharing feedback and driving improvements in communication, KPIs, and case management

Be point of contact for any projects assigned by management

Exemplify our Autodesk values

Be a voice in CS Management team, sharing ideas or challenges seen by the wider CS team

Maintain good working relationships and communications with team members, vendor and external partners

Support 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 employee engagement

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.com preferred

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 employee engagement

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

#LI-SV1

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 – 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!

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 $53,300 and $91,850. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on 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 and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

Are you an existing contractor or consultant with Autodesk?

Please search for open jobs and apply internally (not on this external site).