Customer Advocate, Design & Manufacturing, Customer Reliability

Autodesk

11d•$95,000 - $169,400•Onsite

About The Position

Autodesk Customer Technical Success is looking for an experienced Design & Manufacturing customer advocate to identify the systemic customer problems that matter most and turn those signals into clear decisions and measurable outcomes. The Customer Advocate brings together customer advocacy and product intelligence skills into one role. You will bring Design & Manufacturing product and workflow knowledge together with customer conversations, support trends, escalations, product data, sentiment, and business context to understand what is really happening, determine where Autodesk should invest attention, and build a clear case for action. Your value comes from applying technical expertise and judgment to customer signals, developing a point of view, validating it with customers and internal partners, and driving systemic issues toward a clear solution path. You will work closely with Product Management, Engineering, Technical Support, Technical Account Management, Support Readiness, Customer Success, and other teams across Autodesk.

Requirements

5+ years of experience in technical support, technical account management, customer advocacy, product insights, product operations, product management, or a related customer-facing or product-facing discipline
Strong hands-on knowledge of Autodesk Fusion, Autodesk Inventor, or comparable professional CAD/CAM software, with the ability to understand complex Design & Manufacturing workflows, product behavior, and technical customer issues
Strong analytical judgment and pattern-recognition skills, with the ability to synthesize quantitative and qualitative information and make recommendations with incomplete or ambiguous data
Experience developing compelling business cases or problem narratives that connect evidence, customer impact, business impact, and recommended action
Demonstrated ability to independently structure and lead ambiguous, cross-functional work, align stakeholders and dependencies, and influence Product Management, Engineering, and senior leaders without direct authority
Strong written and verbal communication skills, including the ability to simplify complex customer and technical problems for Product and executive audiences
Ability to prioritize a limited number of high-impact issues and maintain focus in an environment with competing customer, Product, and organizational demands
Comfort using modern data, analytics, and AI-assisted tools to investigate customer signals and develop an informed point of view

Nice To Haves

Experience working directly with Product Management and Engineering on product quality, reliability, defect prioritization, or roadmap decisions
Experience supporting strategic or enterprise Design & Manufacturing customers and understanding the technical and business context behind high-impact customer issues
Broader familiarity with Design & Manufacturing workflows such as CAD, CAM, data management, collaboration, or manufacturing processes
Experience with customer advisory programs, Voice of Customer programs, systemic issue management, or problem-management practices
Experience developing scalable approaches that reduce recurring customer issues or improve product and customer experience outcomes

Responsibilities

Identify, validate, and prioritize systemic customer pain using Support data, customer conversations, escalations, telemetry, sentiment, and other signals, distinguishing isolated incidents from issues with broader or growing impact
Build a clear understanding of Design & Manufacturing customer workflows and validate customer pain directly with customers, account teams, Technical Account Managers, Support specialists, and other relevant partners
Build decision-ready Reliability Packages that combine customer evidence, quantitative data, business impact, and strategic context
Develop a point of view on potential solution paths, including Product or Engineering changes, diagnostics, supportability improvements, workflow guidance, digital solutions, communications, or other approaches
Connect systemic customer pain to Autodesk and Product strategic priorities so teams can make informed decisions about where investment can create the greatest customer and business value
Drive prioritized issues toward a clear decision and accountable owner, and escalate when ownership or alignment cannot be established
Help bring structure to complex work by getting the right people aligned, making ownership clear, and keeping priority issues moving forward
Build trusted relationships with Design & Manufacturing Product Management and Engineering teams and bring customer intelligence into roadmap, reliability, planning, and prioritization discussions
Use strategic customer escalations as a source of intelligence when they expose systemic risk, significant customer impact, or problems likely to scale, without replacing standard account or Support escalation processes
Represent the voice of the customer through direct engagement, advisory groups, support interactions, customer sentiment, community signals, and other feedback channels
Partner with Support Readiness to translate decisions, workarounds, Product changes, and resolved customer pain into scalable guidance for customer-facing teams and, where appropriate, customers
Follow prioritized issues through the Reliability value chain and evaluate whether the resulting Product, supportability, or operational action reduced customer pain
Use modern data, analytics, and AI-assisted tools to accelerate signal identification and synthesis while applying human judgment and product expertise to conclusions and recommendations