Senior Technical Support Manager

Job Requisition ID #23WD74464Position OverviewSenior Technical Support Manager at AutodeskOur Senior Managers drive performance through positive leadership and contribute to strategy while collaborating with all parts of the company to influence change, with the goal of increasing customer satisfaction and loyalty.Position Overview: This position leads a global technical support management team with a focus on helping customers adopt industry-leading 3D design, engineering, and entertainment software. We achieve this by providing solutions, direction, and troubleshooting for technical support issues as well as leading the evolution and delivery of proactive support. When successful we deliver capabilities that aid our customers in their adoption and value of Autodesk products.  This position reports to the Sr. Director of Customer Technical Success with added accountability to Directors across Geo’s. ResponsibilitiesLead our technical support teams.  Experience in setting up operational practice and cadence  Leading a team of 7-8 Managers in different shifts / product lines and indirect team of 80+Lead a team of managers or team leads accountable for operational practices of technical support teamsWork with peers to ensure global operational alignment and practicesLiaise with leadership to contribute to the setting of organizational vision and for input and actions on priorities and tasksMeasure 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 and schedulesInvestigate and ensure resolution of escalated issues related to service delivery and customer satisfaction, and ensure timely communication to customers and appropriate stakeholdersManage budgets and resourcing by working closely with direct reports, partners and leadership on adherence, forecasting, discrepancies, trend analysis, etcDrive or lead innovative improvements Lead, participate, or support in the execution of organizational vision, global projects, and initiativesInterface with program and project managers to prioritize programs and initiatives that support Customer Technical Success strategy and visionProactively identify improvements to promote efficiency and improvements to the customer experience Identify and manage the implementation of processes and plans to ensure effective delivery of technical support services for Autodesk productsLead and participate in projects that support team strategy and vision including policy, process, documentation, and trainingLead and motivate talentManage and implement employee Human Resource programs and initiatives; ensure implementation of activities including but not limited to employee performance plans, onboarding programs, employee development and coaching initiativesManage and mentor team members Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes, and programsLead with accountability, communication and relationshipsLead, reinforce and promote our Culture Code in how you act, think, do Drive communication within the organization; ensure new information is coordinated with support teams Develop relationships, drive alignment, understand the results needed to achieve customer satisfaction, employee satisfaction and business objectivesEstablish effective working relationships across Customer Technical Success teams to improve processes for product quality, communication, and team engagementDemonstrate leadership at the Customer Technical Success or Customer Success Organization level to communicate messages and strategic content Lead local site engagement activities including monitoring site sentiment, location dynamics, facility configuration, and promoting a deeper sense of communityRespond to site/area emergencies and liaise with appropriate parties to take necessary stepsThe Ideal CandidateAdaptable: work with different geos, flexing around their needs and demands as requiredImpactful: be a role model and inspire othersCourageous: empathizing with, responding to, and problem-solving customer or employee issuesBusiness Results: making timely decisions based on sound logic and consideration of the consequencesAccountable: having a keen sense of ownership with a bias for action and a willingness to roll up sleevesSmart: clarifying assignments, prioritizing work, and attending to detail to ensure work is done in a timely and high-quality mannerInnovative: offering articulate recommendations and rationale and building support with key decision makersInclusive: actively listening to others to communicate clearly and conciselyHumble: learning from mistakes, adapting to change, and seeking out ways to develop new skillsMinimum QualificationsRelevant bachelor's degree.  Overall 14+ years of experience, with 5+ years of senior technical people or team managementExperience in leading global product / technical support teamsProficiency in CRM, Knowledge capture tools, Workforce Management tools and relevant processesStrong written and verbal English communication skillsPreferred QualificationsExperience with cloud/SaaS-based applicationsExperience managing or working in a remote teamFamiliarity with Quality Control Systems (desirable)Proficiency or familiarity with using Autodesk products or associated industries#LI-RS1#ACSCareersLearn MoreAbout AutodeskWelcome 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 transparencySalary 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.Diversity & BelongingWe take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belongingAre you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site).