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Manager, Customer Technical Success China

Autodesk

Autodesk

IT, Customer Service
Beijing, China
Posted on Tuesday, January 16, 2024

Job Requisition ID #

24WD74832

Customer Technical Success | Technical Support Manager, China @ Autodesk

Our managers drive performance and contribute to strategy while collaborating with all parts of the company to influence change, with the goal of increasing customer satisfaction, engagement, and loyalty.

Position Overview

This position leads a country aligned contact centre team with a focus on helping customers adopt industry-leading 3D design, engineering, and entertainment software, by providing solutions, direction, and troubleshooting for technical support issues. It also leads the evolution of proactive support by delivering capabilities that aid our customers in their adoption of Autodesk products, as well as providing a country language and cultural lens to the customer and team experience. This position reports to the Director of Customer Technical Success, APAC.

Responsibilities

Lead a country focused, mixed industry contact centre team

  • Lead a team of mixed industry specialists accountable for supporting technical needs and operational performance

  • Lead with a strategic focus on the customer including customer metrics, customer relationships and executing on strategies to meet customer needs

  • Demonstrate thought leadership and global scope through processes, operations, initiatives, or improvements and work with peers to ensure global operations alignment and practice

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

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

  • Advising on budget asks and resourcing by working closely with requestor and leadership on customer or employee value

Drive or lead innovative improvements

  • Influence and drive the strategic mission by owning global or local strategic project(s) or program(s)

  • Create and own local country based strategy

  • Interface with program and project managers to prioritize programs and initiatives that support Customer Technical Success strategy and vision, policy, process, documentation, and training

  • Proactively identify improvements to promote efficiency and improvements to the local language and culture customer experience

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

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

  • 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

  • Ensure staff are adequately prepared to support products through training, processes, and programs

Lead with Accountability, Communication and Relationships

  • Develop local relationships, drive alignment, understanding and results needed to achieve customer satisfaction and business objectives

  • Establish effective working relationships and collaboration to improve the processes for product quality, communication, and team engagement.

  • Sponsor or 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

Additional experience in other areas will be considered

Minimum Qualifications

  • Bachelor's degree or equivalent work experience

  • People management experience in a technology or customer support industry, or equivalen

  • Proficient in CRM, Knowledge capture tools, and processes

  • Strong written and verbal English and Mandarin/Chinese communication skills

Preferred Qualifications

  • Proficiency or familiarity with using Autodesk products

  • Experience with cloud/SaaS-based applications

  • Experience managing or working in a hybrid team

  • Experience with using metrics/data to develop meaningful insights and actions

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 roll up sleeves

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

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

  • Attentive: actively listening to others to communicate 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 affecting a positive impact

#LI-KC1

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.

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

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