High Salary: Product Support Manager

Job Requisition ID 25WD89458 Position Overview Manage a diverse team with a clear focus on helping customers adopt industry leading 3D design engineering and entertainment software by providing solutions direction and troubleshooting for installation and licensing issues You are responsible for leading a group of specialists resolving customer issues reported to Autodesk support via phone web online forums and other channels In addition to reacting to customer issues Specialists may also engage in a variety of proactive support activities such as developing and presenting webinars hosting Q A sessions on our online communities and publishing technical articles in the Autodesk Knowledge Network AKN Responsibilities Manage the implementation of processes and plans to ensure effective delivery of technical and support services for Autodesk products Measure and monitor performance against established service levels to ensure achievement of individual and team targets conduct periodic verification of work to ensure adherence to organizational standards Directly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction ensure timely communication to customers and appropriate stakeholders Manage and implement employee Human Resource Programs and initiatives ensure implementation of employee performance plan on boarding program employee development and coaching initiatives etc Manage and prepare budgets and work closely with senior management on forecasting discrepancies variance trend analysis etc Lead or participate in setting organization vision global projects initiatives proactively identifies more efficient strategies to promote efficiency Ensure staff are adequately prepared to support products by developing planning and implementing training processes and programs Drive communication in the organization ensure new information is coordinated with support teams and partner teams Develop relationship with Division staff drive alignment understanding and results needed to achieve customer satisfaction and business objectives Establish working relationship with Product Development and Product Management to ensure feedback from customers are addressed actions are taken and tracked and customers and staff are informed of progress Minimum Qualifications Bachelor s degree or equivalent work experience 8 years management experience in a technology or customer support industry Proficient in CRM Knowledge capture tools and processes Knowledge of Active directory and various authentication methods will be added advantage Strong written and verbal English communication skills Additional language skills are a plus Preferred Qualifications Proficiency or familiarity using Autodesk products Experience with cloud SaaS based applications Experience working managing or working in a remote team Familiarity with Quality Control Systems desirable The Ideal Candidate People-minded empathizing with responding to and problem-solving customer issues Prompt making timely decisions based on sound logic and consideration of the consequences Motivated having a keen sense of ownership with a bias for action and a willingness to role-up sleeves Organized clarifying assignments prioritizing work and attending to detail to ensure work is done in a timely and quality manner Strategic offering articulate recommendations and rationale and building support with key decision makers Attentive actively listening to others to communicate technical information clearly and concisely Intellectually curious learning from mistakes adapting to change and seeking out ways to develop new skills Influential being a role model inspiring others and effecting a positive impact 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 Salary transparency Salary is one part of Autodesk s competitive compensation package Offers are based on the candidate s experience and geographic location In addition to base salaries we also have a significant emphasis on discretionary annual cash bonuses commissions for sales roles stock or long-term incentive cash 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 Diversity Belonging We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive Learn more here Are you an existing contractor or consultant with Autodesk Please search for open jobs and apply internally not on this external site