Product Support Manager - PDMS (EMEA Shift)

1 Year ago • 8 Years + • Product Management

Job Summary

Job Description

The Product Support Manager will lead a team focused on assisting customers with 3D design, engineering, and entertainment software, providing solutions for installation and licensing issues. This role involves managing specialists who resolve customer issues via various channels, developing webinars, hosting Q&A sessions, and publishing technical articles. The manager will be responsible for implementing processes, monitoring performance against service levels, investigating and resolving escalated issues, managing HR programs, preparing budgets, and collaborating with senior management. They will also ensure staff training, drive communication, and establish relationships with product development and management teams.
Must have:
  • 8 years of management experience in technology or customer support.
  • Proficiency in CRM and knowledge capture tools.
Good to have:
  • Proficiency or familiarity using Autodesk products.
  • Experience with cloud/SaaS based applications.
  • Experience managing remote teams.
  • Familiarity with Quality Control Systems

Job Details

Job Requisition ID #

25WD89458

Position Overview

Manage a diverse team with a clear focus on helping customers adopt industry leading 3D design, engineering, and entertainment software, by providing solutions, direction, and troubleshooting for installation and licensing issues.  

You are responsible for leading a group of specialists resolving customer issues reported to Autodesk support via phone, web, online forums, and other channels. In addition to reacting to customer issues, Specialists may also engage in a variety of proactive support activities such as: developing and presenting webinars, hosting Q&A sessions on our online communities, and publishing technical articles in the Autodesk Knowledge Network (AKN)

Responsibilities

  • Manage the implementation of processes and plans to ensure effective delivery of technical and support services for Autodesk products.

  • Measure 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

  • Directly investigate and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure timely communication to customers and appropriate stakeholders

  • Manage and implement employee Human Resource Programs and initiatives; ensure implementation of employee performance plan, on boarding program, employee development and coaching initiatives etc

  • Manage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, etc

  • Lead or participate in setting organization vision, global projects & initiatives; proactively identifies more efficient strategies to promote efficiency.

  • Ensure staff are adequately prepared to support products by developing, planning, and implementing training, processes, and programs

  • Drive communication in the organization; ensure new information is coordinated with support teams and partner teams

  • Develop relationship with Division staff, drive alignment, understanding and results needed to achieve customer satisfaction and business objectives.

  • Establish working relationship with Product Development and Product Management to ensure feedback from customers are addressed, actions are taken and tracked, and customers and staff are informed of progress

Minimum Qualifications

  • Bachelor's degree or equivalent work experience

  • 8 years management experience in a technology or customer support industry

  • Proficient in CRM, Knowledge capture tools and processes. Knowledge of Active directory and various authentication methods will be added advantage.

  • Strong written and verbal English communication skills. (Additional language skills are a plus)

Preferred Qualifications

  • Proficiency or familiarity using Autodesk products.

  • Experience with cloud/SaaS based applications.

  • Experience working managing, or working in, a remote team.

  • Familiarity with Quality Control Systems (desirable).

The Ideal Candidate

  • People-minded: empathizing with, responding to, and problem-solving customer issues

  • Prompt: making timely decisions based on sound logic and consideration of the consequences

  • Motivated: having a keen sense of ownership with a bias for action and a willingness to role-up sleeves

  • Organized: clarifying assignments, prioritizing work and attending to detail to ensure work is done in a timely and quality manner

  • Strategic: offering articulate recommendations and rationale and building support with key decision makers

  • Attentive: actively listening to others to communicate technical information clearly and concisely

  • Intellectually curious: learning from mistakes, adapting to change, and seeking out ways to develop new skills.

  • Influential: being a role model, inspiring others and effecting a positive impact

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.

Sales Careers

Working 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/sales

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).

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About The Company

Autodesk is changing how the world is designed and made. Our technology spans architecture, engineering, construction, product design, manufacturing, media, and entertainment, empowering innovators everywhere to solve challenges big and small. From greener buildings to smarter products to more mesmerizing blockbusters, Autodesk software helps our customers to design and make a better world for all. Over 100 million people use Autodesk software like AutoCAD, Revit, Maya, 3ds Max, Fusion 360, SketchBook, and more to unlock their creativity and solve important design, business and environmental challenges. Our software runs on both personal computers and mobile devices and taps the infinite computing power of the cloud to help teams around the world collaborate, design, simulate and fabricate their ideas in 3D. We provide exceptional compensation/benefit packages and we’d love for you to join us. We’re proud to be an equal opportunity employer and we consider all qualified applicants without regard to race, gender, disability, veteran status or other protected category. To see our culture in action, check out #AutodeskLife. We are headquartered in the San Francisco Bay Area and have more than 10,000 employees worldwide.

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