Autodesk Support Program Manager in Boston, Massachusetts
Job Requisition ID #
Do you want the opportunity to be part of a startup environment and have a big impact on a brand-new product? Are you looking to be at the forefront of innovative new technology that will ultimately help people imagine, design, and make a better world? If so, come join the Autodesk TandemTM team at Autodesk! Our mission is to create Digital Twin technology and solutions that will transform how buildings are designed, built, and operated.
The Support Program Manager is responsible for resolving technical issues to a high degree of customer satisfaction while always building toward long term customer success, experience, and adoption. You excel at building empathy for the customer and relentlessly pursuing their challenges, issues, and questions with the onboarding and usage of our product as well as helping customers realize the power of the Autodesk Tandem solution.
To be successful in this role you need to be passionate about ensuring outstanding customer experiences, be an unyielding advocate for customer needs, be able to lead by influence at all levels of the organization, and have the desire to build product and technology awareness among customers, partners and stakeholders. You are the liaison and trusted advisor to the Autodesk Tandem team and work to establish key relationships and connection points to translate customer challenges into well-articulated published workflow solutions
Assist Autodesk Tandem customers by responding to questions and issues submitted via multiple communication platforms. Customer interactions can include, but are not limited to troubleshooting technical issues, product usage questions, onboarding, setup, and fielding purchasing/licensing inquiries.
Manage customer cases meticulously by:
Logging cases with accurate information to provide a full record of each issue and resolution
Performing research, root cause analysis, and troubleshooting to resolve cases
Understanding the customer needs and providing proactive suggestions to improve customer use
Escalating critical issues while partnering with engineering for resolution for customer
Updating the customer with issue status, resolution expectations, and workarounds
Develop reports with trend analysis of customer issues and maintain support insights
Share your knowledge of our products by contributing to the development of our knowledge base
Advocate the customers’ needs by actively participating on our community message boards.
Learn and understand the workflows and requirements of customers and help them to understand how they can leverage Autodesk Tandem to bring value to their organization.
Create and deliver effective content for the customer to achieve the full potential of their technology investment through a variety of mediums, online and in person
Assist with our customer Beta program including customer on-boarding, training, check-in, and collation of customer feedback to the product teams.
BA/BS in Technology Management, Business, Computer Science or similar
2+ years’ experience with the BIM, Architecture, Construction industry or related fields
5+ years’ experience supporting customers in the software industry
Excellent communication skills, both written and verbal
Ability to present and engage with both internal and external stakeholders
Strong analytical, problem solving, decision-making and facilitation skills
Ability to convey complex workflows coherently to a live or virtual audience
Strong work ethic, high quality standards and passionate about great customer experiences
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 at mailto:Careers%20%3Ccareers@autodesk.com%3E .
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It’s disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital artists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.
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