Job Requisition ID #25WD90790Position OverviewAs a Client Services Specialist, you will be a critical part of Autodesk’s help to ensure our customers have instant access to their software and partner orders and related inquiries are handled with a high level of quality in accordance to defined global principles and guidelines. The position involves strong troubleshooting, problem-solving, and communication skills. You will be responsible for ensuring that customer and partner problems are properly analyzed, documented, and resolved with the goal of creating an exceptional experience in an environment of shared team knowledge.You will be attached to our Tokyo office, with a hybrid-remote work policy. Work Schedule: Monday to Friday, 9:00am to 5:30pm (might change according to business needs) Responsibilities:Ensure Autodesk customers have immediate access to all software products purchased; which may include troubleshooting Autodesk back-office systems or leveraging third party tools to view customer’s machine to determine root cause of access issueAbility to communicate with customers/partners across multiple modalities; including but not limited to phone, chat, and web/emailEnsure high-level of customer /partner satisfaction. Receive, investigate, and respond to support needs and issues; including order processing and inquiries related to product access, account sign-in, license fulfilment and other miscellaneous support requestsProvide information on Autodesk Account features and capabilities; conduct “how to” sessions with customers and partners as neededServe as a subject matter expert as it relates to Autodesk policies, processes, and toolsResponsible for initiatives related to partner enablement and partner effectiveness; this includes delivery of partner on-boarding and training, participation in internal and external forums and partner service reviewsProficient in technology, including ability to learn platforms our partners/customers interact with to access our products and services, as well as internal applicationsWork in a fast-pace, rapidly changing environment while maintaining professionalism with customers, partners, and internal audiencesEducate customers/partners on resources available to self-serve. This may include providing hands-on training, creating effective content; execute readiness call activities and delivering webinars externally/ internallyCreate and modify content in shared knowledge base for use by all of internal Autodesk support resources and/or customers and partnersCollaborate with cross-functional teams to deliver efficient service solutions to customers and partnersCommunicate and work closely with local sales office to address customer related issues and order questionsWork closely with sales for quarter-end activities such as order entry cut-off datesAct as a liaison with various departments throughout the companyBe a trusted advisor to internal/external partiesStrong team player; comfortable providing feedback to colleaguesDemonstrate accountability and ownership of tasks and behavior, as well as strong attention to detailsMinimum Qualifications:Minimum 3+ years in Customer Facing or Client Services positionExperience in a customer service environmentMeet or exceed operational KPILeverages Autodesk’s Great Behaviors Guide for guidance on performance relating to the values and ways we work at AutodeskOn-time TrainingLive Support AdherenceWillingness to work varying shifts and OT as necessary to meet demands of business and customersStrong verbal and written communicationAbility to identify trends and propose solutionsService-orientedTechnology SavvyCreative and InnovativeAdaptable; ability to manage multiple priorities and demands using own initiative in a fast-paced and dynamic environmentPragmatic, comfortable asking questions and challenging the status quoFluent in Japanese (speaking and writing) and at a good level of English. Other languages are an advantage#LI-JT1ポジション概要クライアントサービススペシャリストは、Autodeskのお客様が購入されたソフトウェアやパートナー注文にすぐにアクセスできるようサポートする重要な役割を担います。関連するお問い合わせを、定められたグローバル原則とガイドラインに従って高品質に処理することが求められます。このポジションでは、優れたトラブルシューティング能力、問題解決力、コミュニケーション能力が必要です。お客様やパートナーの問題を適切に分析・記録し、チームで知識を共有しながら解決に導くことで、卓越した顧客体験を創出することが目標です。本ポジションは東京オフィス所属で、ハイブリッド勤務ポリシーのもとでの業務となります。勤務時間は平日（月〜金）9:00〜17:30ですが、業務都合により変更される場合があります。主な職務内容Autodeskのお客様が購入したすべてのソフトウェアに即座にアクセスできるよう対応（Autodeskのバックオフィスシステムや、顧客の端末にリモート接続するツール等を使用し、アクセス問題の根本原因を特定）電話、チャット、Web/メールなど複数のチャネルを通じたお客様・パートナーとのコミュニケーション顧客・パートナー満足度の維持および向上。注文処理、製品アクセス、サインイン、ライセンスの提供、その他のサポートリクエストに関する問い合わせ対応Autodeskアカウントの機能や利便性に関する情報提供、必要に応じた操作ガイドセッションの実施Autodeskのポリシー、プロセス、ツールに関する専門知識の提供パートナー支援と有効性向上に向けたイニシアチブの推進（オンボーディングやトレーニングの実施、社内外フォーラム・パートナーサービスレビューへの参加など）パートナーや顧客がAutodesk製品やサービスにアクセスする際に利用するプラットフォーム、および社内アプリケーションの習得と活用変化の速い環境でもプロフェッショナルとして対応し、社内外の関係者との良好な関係を維持顧客やパートナーが自己解決できるよう、利用可能なリソースの案内（トレーニング、コンテンツ作成、レディネスコールの実施、外部・内部向けウェビナーの実施等）ナレッジベースのコンテンツ作成・更新（社内サポート担当者および顧客・パートナーが利用）複数の部門と連携し、顧客・パートナーへの効果的なサービスソリューションを提供地域の営業オフィスと連携し、顧客関連の課題や注文に関する問い合わせに対応四半期末の注文締切対応などで営業チームと密に連携社内の各部署と連携し、調整役としての役割を果たす社内外のステークホルダーにとって信頼されるアドバイザーとして行動チームワークを重視し、同僚へのフィードバックも積極的に実施高い責任感を持って業務を遂行し、細部まで注意を払って行動応募資格（必須条件）顧客対応またはクライアントサービス関連ポジションで3年以上の経験顧客サービス環境での業務経験業務KPIの達成実績AutodeskのGreat Behaviorsガイドラインに基づいた行動・価値観の体現トレーニング受講を期限通りに完了できることライブサポートへの参加実績ビジネスや顧客の要望に応じて、シフトや残業に柔軟に対応できる意欲優れた口頭および書面でのコミュニケーション能力課題や傾向を発見し、改善策を提案できる分析力顧客志向の姿勢テクノロジーに対する関心・理解力創造的かつ革新的な発想力高い適応力。マルチタスクを自発的にこなせる能力状況を問い直す姿勢や、現状に挑戦するマインド日本語（読み書き・会話）および英語に堪能であること（他言語スキルもあれば尚可）Learn 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 – 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 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, our compensation package may include 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/salesDiversity & BelongingWe take pride in cultivating a culture of belonging 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).
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