POD Engagement Lead, Client Services

Job Requisition ID #25WD89256Position OverviewAs a POD Engagement Lead, Client Services you will play a crucial role in driving the success of the pods. Your responsibilities will include providing strategic direction for the pod's activities while also managing and overseeing daily operations. You will be instrumental in supporting the team with complex cases, addressing escalations, oversee training needs, and cultivating a collaborative environment for team success.  Reporting to the AMER GEO Lead Client Services Manager. Work Schedule: Monday to Friday 7:00 am – 4:00 pm PT and may change according to business needs.Location: you will be attached to our San Francisco office, with a hybrid-remote work policy.ResponsibilitiesGEO lead for the AMER Autodesk CSCI program delivering monthly review meetings with specialists to include reopened and action management casesLeads all DSAT review meetings for Autodesk specialists and help identify areas for improvement in service delivery and overall customer experienceProvides coaching and feedback to AMER Autodesk specialists and addresses their case queriesEscalation management support for internal email aliases, including executive escalationsManages customer service escalates requiring a direct call to the customer or partnerConduct training sessions with new hires, tenured Autodesk specialists, and vendorOversee the POD, including assigning tasks, monitoring progress, and ensuring work meets quality standardsWorking with the POD SME and GEO lead, to resolve vendor engagements gapsAs directed by the POD SME, assumes case ownership to improve a negative experienceDrive resolution of pending collabs and incident ticketsFacilitate communication within the POD ensuring effective collaboration and alignmentIdentify opportunities for process improvement, implementing best practices and ensuring efficiencyDrive best-case hygiene and case management for the teamGrow relationships with management and collaborate as one team including vendor in IndiaCommunicate with your team, management, senior stakeholders, directors, customers, and partnersCollaborate with the AMER and Global Team Leads and mangers, sharing feedback and driving improvements in communication, KPIs, and case managementBe point of contact for any projects assigned by managementExemplify our Autodesk valuesBe a voice in CS Management team, sharing ideas or challenges seen by the wider CS teamMaintain good working relationships and communications with team members, vendor and external partnersSupport month-end and quarter-end activitiesAppreciate diverse culture and help us create greater synergies and innovations within our organizationChampion our Autodesk's initiatives and inspire others towards its goalsDocument procedures and collaborate on best practicesAdvocate for change and liaise with management on change communicationSpeak your mind and contribute ideasBuild employee engagement plans and drive employee engagementMinimum QualificationsFluent in EnglishInitiative to identify trends and lead corrective/preventative actionsDigital fluency, using social media for communicationDesire to grow within the company, aiming for future managerial positionsService-oriented mindset with a focus on customer experienceTo meet customer service performance measuresInfluence to engage others towards shared goalsFlexibility to work in different global time zonesClear IDP and commitment to building and growing your careerPreferred QualificationsDegree in Business, Supply Chain, Logistics Management, or equivalentMinimum 5 years of customer service experience · Work experience in SAP sales order management, Siebel, and Salesforce.com preferredAppreciate diverse culture and help us create greater synergies and innovations within our organizationChampion our Autodesk's initiatives and inspire others towards its goalsDocument procedures and collaborate on best practicesAdvocate for change and liaise with management on change communicationSpeak your mind and contribute ideasBuild employee engagement plans and drive employee engagementDegree in Business, Supply Chain, Logistics Management, or equivalentMinimum 5 years of customer service experienceWork experience in SAP sales order management, Siebel, and Salesforce preferredMay require working on holidays#LI-SV1Learn 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!BenefitsFrom health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/Salary transparencySalary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $53,300 and $91,850. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Sales CareersWorking 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: https://www.autodesk.com/careers/salesEqual Employment Opportunity 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.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).