Client Services Team Manager

Position Overview

As a M1 manager you will own team lead responsibilities as well as manage a small team of 5-8 direct reports. You will oversee the Client Services Specialist team, a vital part of Autodesk's support, ensuring customers' and partners’ requests are actioned with care and understanding.

Depending on business needs, you will be the regional manager of designated sales regions.

You will provide day-to-day team support, mentoring, and fostering team success.

Reporting to theAMERGEO Lead Client Services, you will be attached to ourSan Francisco office, with a hybrid-remote work environment.

• Execute regularone-to-ones, team huddles, and monthly/quarterlyteam meetings with your direct reports

• Performance Management of direct reports including calibration and addressing performance issues with coaching and performance improvement plans

• Drive best-case hygiene and case management for the team

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

• Support Sales regional support, including EOQ, escalation, DRB approval, etc.

• Manage escalations from internal/external stakeholders

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

• Collaborate with ourAMER& Global Team Leads, Team managers and managers, sharing feedback and driving improvements in communication, KPIs, and case management

• Deliver difficult messages effectively

• Be the point of contact for any projects assigned by management, with full accountability for driving and measuring ROI

• Exemplify our Autodesk values

• Lead engagement within your team and across ourAMER teams

• Cover for another Team Managers or managers if necessary and agreed upon

• Support the business for EOQ and provide constructive input into the plan

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

• Ensure high partner satisfaction by responding to escalations promptly and identifying trends for efficiency

• Analyze key metrics and initiate action plans for resource optimization

• Establish scalable partnerships to provide global solutions

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

• Complete all month-end and quarter-end activities flawlessly

• Appreciate diverse cultures and help us create greater synergies and innovations within our organization

• Champion our Autodesk's initiatives and inspire others towards its goals

• Identify opportunities to improve procedures and collaborate on best practices

• Advocate for change and liaise with management on change communication

• Speak your mind and contribute ideas

• Work with the management team to build employee engagement plans and drive employee engagement

• 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

• 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

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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the…