Client Services Specialist

Position Overview

As 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 issue
• Ability to communicate with customers/partners across multiple modalities; including but not limited to phone, chat, and web/email
• Ensure 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 requests
• Provide information on Autodesk Account features and capabilities; conduct “how to” sessions with customers and partners as needed
• Serve as a subject matter expert as it relates to Autodesk policies, processes, and tools
• Responsible 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 reviews
• Proficient in technology, including ability to learn platforms our partners/customers interact with to access our products and services, as well as internal applications
• Work in a fast-pace, rapidly changing environment while maintaining professionalism with customers, partners, and internal audiences
• Educate 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/ internally
• Create and modify content in shared knowledge base for use by all of internal Autodesk support resources and/or customers and partners
• Collaborate with cross-functional teams to deliver efficient service solutions to customers and partners
• Communicate and work closely with local sales office to address customer related issues and order questions
• Work closely with sales for quarter-end activities such as order entry cut-off dates
• Act as a liaison with various departments throughout the company
• Be a trusted advisor to internal/external parties
• Strong team player; comfortable providing feedback to colleagues
• Demonstrate accountability and ownership of tasks and behavior, as well as strong attention to details

Minimum Qualifications:

• Minimum 3+ years in Customer Facing or Client Services position
• Experience in a customer service environment
• Meet or exceed operational KPI
• Leverages Autodesk’s Great Behaviors Guide for guidance on performance relating to the values and ways we work at Autodesk
• On-time Training
• Live Support Adherence
• Willingness to work varying shifts and OT as necessary to meet demands of business and customers
• Strong verbal and written communication
• Ability to identify trends and propose solutions
• Service-oriented
• Technology Savvy
• Creative and Innovative
• Adaptable; ability to manage multiple priorities and demands using own initiative in a fast-paced and dynamic environment
• Pragmatic, comfortable asking questions and challenging the status quo
• Fluent in Japanese (speaking and writing) and at a good level of English.