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Customer Support Manager

We are looking for an experienced and dedicated individual to join our 4-time Stevie award-winning global Customer Support Team in our Atlanta office! We are a team of amazing support specialists who not only provides front-line service to our users but also work across multiple internal organizations to better provide for the entire customer experience. As a Customer Support Manager, you will lead a team of Customer Support Specialists and Sr. Specialists, who help our customers throughout their day-to-day operations with agility and zen-like calm. You will play a key role in ensuring your team provides high-quality service to our customers and hits business goals while leading with empathy and a commitment to team members’ job satisfaction and career development. 

 

This is an incredibly exciting time at Autodesk and this role will give you the opportunity to be leading the front line - you’ll be making a direct impact on our team and our users’ experience every day. 

 

Responsibilities 

  • Lead and mentor a team to translate company-level initiatives into team-level initiatives. Ensure top-level performance from your team and consistently meet or exceed service KPIs. Monitor and coach team members to meet individual goals in order to have a collective force that achieves team, department, and company objectives
  • Ensure individuals have all the tools needed to succeed in their position while managing each individual and motivating them to perform their best work every day.  Have clear, thoughtful, and documented expectations of your team to proactively identify any training needs, performance issues, and recognize high achievers
  • Collaborate with team members to identify, develop, document, share, and train on new processes and policies that continually strive to optimize our team and our business
  • Represent the ‘Voice of the Customer’ throughout Autodesk as you develop cross-functional relationships across all Customer Success pillars and with broader teams across the company
  • Work closely with the broader leadership team to manage product changes, feature release timelines, fixes to address critical issues, case escalations, incident/crisis management, or other work that impacts our customers and our business 
  • Set the culture, tone, and expectations for team conduct. Ensure diversity, inclusion and a sense of belonging are exemplified by every individual in all that we do
  • Hire and onboard (though management and direct work) new ACS Customer Support team members
  • Have a continuous improvement mindset and an abundance of ideas. Understand how to secure accountability and pride in our work to achieve that vision

 

Minimum Qualifications 

  • 2-3 years of experience in management and mentorship of a team of individual contributors
  • Have proven success hitting KPIs and achieving/exceeding team, department and business goals
  • Have a passion for incredible customer service, exceptional communication (verbal, written, and listening) and excellent people skills. You are committed to continual improvement of processes, training programs, personal growth, team skills, resources, etc, in order to continue to provide best-in-class service to customers
  • Demonstrate incredible attention to detail and have an analytical and technical mindset that helps you meticulously understand, evaluate, and solve issues quickly, efficiently and accurately
  • Are resourceful and level-headed while remaining empathic and composed, even during escalated situations. You have had success instilling the same mindset into your team
  • Are a team player, adaptable, optimistic, patient and operate with integrity in all that you do
  • You are a proven reliable resource to leadership, fellow employees, and your peers. You are approachable, professional, and thorough in all that you do. You enjoy developing strategic alliances. You consistently promote these skills and inspire individuals throughout your organization to do the same

 

Preferred Qualifications 

  • Working knowledge of CRM and support systems such as Salesforce Service Cloud 
  • Experience with live chat systems 
  • A baseline understanding of key business metrics for a SAAS company 
  • Familiarity with the construction industry


About Autodesk Construction Solutions

Autodesk has fully reimagined the construction business for the digital age, enabling companies to address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer and field so customers can move seamlessly through each phase of a building’s lifecycle — from design and preconstruction to construction, turnover and operations — with best-in-class solutions that include Assemble Systems, BIM 360, BuildingConnected and PlanGrid. General contractors, subcontractors, and owners around the world rely on ACS to win more work, enhance collaboration, speed decision-making, reduce risk, and improve overall project outcomes.


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.


Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.


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