Job Requisition ID #

25WD89251

Position Overview

As part of our “One Team – One Goal” Operating Model, the POD Subject Matter Expert, Client Services will be assigned 8-15 vendor employees and will be responsible to bring up and maintain their performance. POD SMEs will have end-to-end accountability for quality delivery of 100% closures by vendor agents. You will closely work with the Operations Manager of your POD group and get 1 SME, Team Lead and Quality Auditor from vendor assigned to closely collaborate with. You will oversee the POD specialists of your group, ensuring customers' and partners’ requests are actioned with care and understanding. You will provide day-to-day team support, mentoring, and fostering team success. There may be change in POD members due to attrition/movement or business needs.

You will be reporting to the POD Team Manager, Client Services. Work Schedule will be Monday to Friday, 6:00 am PT to 3:00 pm PT or 8:00 am – 5:00 pm PT and may change according to business needs. May require working on country bank holidays and take off on bank holidays in India instead and may require working on holidays.

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

Responsibilities

Fast resolution and great customer and partner experienceMinimal escalations from end customer and partnerFirst time resolution-Reduced volumes with lesser reopen and higher CSAT scoresPOD Support to achieve all Client Services KPIsCase Closure target: 10 cases, CSAT: 90%, FCR: 94%, CSCI: 92%, Live Support Adherence: 85%, timely Seismic Lesson completion: 85%Support assigned vendor employees (POD specialists) in daily operations through constant support and coaching throughout the dayDeliver morning and logout huddlesExecute chat shadowing case monitoring and listening to all call transcripts and provide coaching, live swarming and supportDrive best-in-class case hygiene and case management for the teamMRT & Backlog management of assigned POD groupDeliver weekly performance data to stakeholdersGrow relationships with management and collaborate as one team with Autodesk and vendor in IndiaEffectively manage escalations of your POD groupCommunicate and collaborate effectively with your POD group and assigned Operations Manager, team lead, SME and quality leadCoach, share feedback and drive improvements in communication, KPIs, and case management for your POD groupDeliver difficult messages effectivelyLead engagement within your POD TeamCollaborate effectively with the other POD SMEs in your GEO and globallyCover for another POD SME in backup as neededSupport the business for EOQ and ensure your POD Group delivers flawlessly on any month-end and quarter-end activitiesDocument procedures and collaborate on best practicesBe open and transparent and share ideas and challenges to further optimize the POD modelEnsure high customer & partner satisfaction by ensuring accountability and fast responsiveness of your POD group and identifying trends for efficiencyAnalyze key metrics and initiate action plans to improve performance of your POD groupMaintain good working relationships and communications with POD group, vendor, GCO management, internal stakeholders and external partners and customersAppreciate diverse culture and help us create greater synergies and innovations within our organizationChampion our Autodesk's initiatives and inspire others towards its goalsSpeak your mind and contribute ideasExemplify our Autodesk values

Minimum Qualifications

Fluent in EnglishInitiative to identify trends and lead corrective/preventative actionsDigital fluency, using social media for communicationService-oriented mindset with a focus on customer experienceTo meet customer service performance measuresInfluence to engage others towards shared goalsFlexibility to adjust schedule as per business needsClear IDP and commitment to building and growing your career

Preferred Qualifications

Degree in Business, Supply Chain, Logistics Management, or equivalentMinimum 5 years of customer service experienceWork experience in SAP sales order management, Siebel, and Salesforce preferred

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About Autodesk

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