Job Requisition ID #

　　23WD74464

　　Position Overview

　　Senior Technical Support Manager at Autodesk

　　Our Senior Managers increase performance through positive leadership and contribute to strategy while collaborating with all parts of the company to, with the goal of increasing customer satisfaction and loyalty.

　　You will lead 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 and 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. You will report to the Sr. Director of Customer Technical Success with added accountability to Directors across Geo's.

　　Workplace: You will work in a Hybrid work model from Bangalore location.

　　Responsibilities

　　Lead our technical support teams. Experience setting up operational practice and cadence Leading a team of 7-8 Managers in different shifts / products and indirect team of 80+ Lead a team of managers or team leads accountable for operational practices of technical support teams

　　Work with peers to ensure global operational understanding and practices

　　Liaise with leadership to contribute to the setting of organisational vision and for input and actions on priorities and tasks

　　Investigate and ensure resolution of escalated issues related to service delivery and customer satisfaction, and ensure communication to customers and appropriate partners

　　Manage budgets and resourcing by working with direct reports, partners and leadership on adherence, forecasting, discrepancies, trend analysis

　　Lead in the execution of organisational vision, global projects

　　Interface with programme managers to prioritise projects that support Customer Technical Success vision

　　Identify improvements to promote efficiency and improvements to the customer experien

　　Manage employee Human Resource programmes; ensure implementation of activities including employee performance plans, onboarding programmes, employee development initiatives

　　Ensure staff are adequately prepared to support products by developing and developing training and processes

　　Lead with accountability, communication and relationships

　　Lead, reinforce and promote our Culture Code in how you act, think, do

　　Promote communication within the organisation; ensure new information is coordinated with support teams

　　Develop relationships, improve understanding, understand the results needed to achieve customer satisfaction, employee satisfaction and business objectives

　　Establish working relationships across Customer Technical Success teams to improve processes for product quality, communication, and team engagement

　　At the Customer Technical Success or Customer Success Organisation level to communicate messages and strategic content

　　Minimum Qualifications

　　Relevant bachelor's degree. Overall 14+ years of experience, with 5+ years of senior technical people or team management

　　Experience leading global product / technical support teams

　　Proficiency in CRM, Knowledge capture tools, Workforce Management tools and processes

　　Preferred Qualifications

　　Experience with cloud/SaaS-based applications

　　Experience managing or working in a remote team

　　Familiarity with Quality Control Systems (desirable)

　　Proficiency or familiarity with using Autodesk products or associated industries

　　The Ideal Candidate

　　work with different geos, flexing around their needs and demands

　　Impactful: be a role model and inspire others

　　Courageous: empathise with, responding to, and problem-solving customer or employee issues

　　Accountable

　　Smart: clarify assignments, prioritising work, and attending to detail to ensure work is done

　　offer articulate recommendations and rationale and building support with important decision makers

　　Learn from mistakes, adapting to change, and seeking out ways to develop new skills

　　#LI-RS1

　　#ACSCareers

　　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.

　　Diversity & Belonging

　　We 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-belonging

　　Are you an existing contractor or consultant with Autodesk?

　　Please search for open jobs and apply internally (not on this external site).

　　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!

　　Not quite ready to apply? Join our talent community (https://flows.beamery.com/autodesk/tc-signup) to stay up to date on new job opportunities and the latest Autodesk news.