Job Requisition ID #

25WD85581

Position Overview

Senior Manager, Technical Support - APAC leads 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 as well as 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.

This position reports to the Senior Director of Customer Technical Success with added accountability to Directors across Geo’s.

Responsibilities

Lead our technical support teams.  Experience in setting up operational practice and cadence  Leading a team of 3-5 Managers in different product lines and indirect team of 25+

Lead a team of managers or team leads accountable for operational practices of technical support teams

Work with peers to ensure global operational alignment and practices

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

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 and schedules

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

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

Drive or lead innovative improvements 

Lead, participate, or support in the execution of organizational vision, global projects, and initiatives

Interface with program and project managers to prioritize programs and initiatives that support Customer Technical Success strategy and vision

Proactively identify improvements to promote efficiency and improvements to the customer experience 

Identify and manage the implementation of processes and plans to ensure effective delivery of technical support services for Autodesk products

Lead and participate in projects that support team strategy and vision including policy, process, documentation, and training

Lead and motivate talent

Manage and implement employee Human Resource programs and initiatives; ensure implementation of activities including but not limited to employee performance plans, onboarding programs, employee development and coaching initiatives

Manage and mentor team members

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

Lead with accountability, communication and relationships

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

Drive communication within the organization; ensure new information is coordinated with support teams 

Develop relationships, drive alignment, understand the results needed to achieve customer satisfaction, employee satisfaction and business objectives

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

Demonstrate leadership at the Customer Technical Success or Customer Success Organization level to communicate messages and strategic content  

Lead local site engagement activities including monitoring site sentiment, location dynamics, facility configuration, and promoting a deeper sense of community

Respond to site/area emergencies and liaise with appropriate parties to take necessary steps

Minimum Qualifications

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

Experience in leading global product / technical support teams

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

Strong written and verbal English communication skills

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

Adaptable: Work with different Geo's, flexing around their needs and demands as required

Impactful: Be a role model and inspire others

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

Business Results: Making timely decisions based on sound logic and consideration of the consequences

Accountable: Having a keen sense of ownership with a bias for action and a willingness to roll up sleeves

Smart: Clarifying assignments, prioritizing work, and attending to detail to ensure work is done in a timely and high-quality manner

Innovative: Offering articulate recommendations and rationale and building support with key decision makers

Inclusive: Actively listening to others to communicate clearly and concisely

Humble: Learning from mistakes, adapting to change, and seeking out ways to develop new skills

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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.

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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

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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

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