Technical Support Manager
About The Position
Are you ready to lead a high-performing team and make a real impact? As a Technical Support Manager, you will empower specialists to deliver outstanding customer support for industry-leading 3D design, engineering, and entertainment software. You will tackle customer challenges, drive proactive support programs, and influence our service strategies—all while helping your team grow and succeed. Our ideal candidate gathers and analyzes the most critical information needed to understand problems and generates innovative ideas and solutions while ensuring customer issues are resolved, shaping an environment where people are empowered to step up and take responsibility. Do you have a successful history of directly managing Customer Service or Technical Support Teams? If so, we would like to hear from you.
Requirements
- Bachelor's degree or equivalent work experience
- 5+ years management experience in a technology or customer support industry
- Proficient in CRM tools and building support operating procedures
- Strong written and verbal English communication skills
- Demonstrated ability to use data to inform decision making
- History of effective coaching and talent development through constructive feedback
- Demonstrated ability to manage through ambiguity for oneself and others by leveraging change management strategies
- Ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced technical support environment
- Ability to manage high pressure customer escalations with executive level stakeholders
Nice To Haves
- An understanding of customer success management practices
- Proficiency or familiarity using Autodesk products
- Experience with cloud/SaaS based applications
- Experience managing or working in a remote team
- Proven record of developing, planning, and implementing training processes and programs
Responsibilities
- Measure and monitor performance against established service levels to ensure achievement of individual and team targets
- Lead the delivery of world-class technical support for Autodesk products by helping build and optimize support processes that stive to exceed service goals
- Directly investigate and ensure resolution of escalated issues related to service delivery and customer satisfaction, ensuring timely communication with customers and stakeholders
- Champion HR initiative by driving onboarding, performance planning, staff development, and coaching to maintain a high-performing team
- Shape the organization’s vision by contributing to global projects that improve our efficiency
- Drive communication and change management, ensuring teams are always up-to-date and aligned with internal initiatives
- Collaborate with peers and senior leaders to share operational insights and provide information on support effectiveness
- Develop relationships to drive alignment and the results needed to achieve customer satisfaction and business objectives
Benefits
- From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work.
- Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
