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Associate Manager, Customer Support

Autodesk
Denver, USA
Full-time
Manager · 3+ years experience
Discovered 3 weeks ago

Full Job Posting

Work Location

  • This is a hybrid role based in Denver, CO.

Responsibilities

  • Lead, coach, and develop a team of Customer Support Associates, setting clear expectations and creating an environment of accountability, engagement, and growth
  • Own team performance by setting clear expectations, monitoring results, recognizing strong performance, and addressing performance gaps through timely coaching, feedback, and performance management
  • Hire and onboard new Customer Support Associates and support their ongoing growth through career conversations, development planning, coaching, and meaningful learning opportunities
  • Manage day-to-day team operations, including workload, coverage, priorities, and resources, to meet service expectations and deliver a consistent customer experience
  • Communicate organizational priorities, business changes, and leadership decisions clearly, helping employees understand how their work contributes to Digital Support and Autodesk goals
  • Use performance data, customer feedback, and operational insights to identify training needs, recognize strong performance, and drive continuous improvement
  • Make decisions with a “think local, act global” mindset, balancing team needs with the priorities of the broader global organization
  • Lead and contribute to cross-functional projects, partnering with Digital Support leadership to define plans, establish measurable outcomes, and deliver business results
  • Collaborate with leadership and cross-functional partners to manage escalations, business-critical issues, and other situations that affect our customers and teams
  • Foster a culture of continuous improvement by encouraging new ideas, establishing accountability, and empowering employees to improve how we work
  • Model Autodesk's One Orbit values—One Autodesk, Optimistic, Relentless, Ingenious, Brave, and Trusted—and reinforce those values through how the team works and delivers results
  • Be a part of support-related projects to allow you to use your unique skill set and improve our team. With assistance of Digital Support Leadership (Managers, Senior Managers, Director), you will define project plans that achieve fiscal goals and push the business forward
  • Build trusted relationships across Customer Support and Autodesk, including Product, Customer Success, Sales, greater CTS, and other partners, to resolve challenges and improve the end-to-end customer experience
  • The responsibilities above describe the general nature of the role and are not intended to be an all-inclusive list.
  • Minimum Qualifications
  • 2-3+ years of demonstrated leadership experience through people management, team leadership, coaching, mentorship, project leadership, or similar responsibilities for the success and development of others
  • Demonstrated ability to drive individual and team performance against key metrics and business goals, using coaching, data, and operational insights to improve results
  • Strong coaching and feedback skills, with the ability to support employee development, performance, and engagement
  • Proven ability to manage competing priorities, make sound decisions, and maintain high standard of customer service in a dynamic business landscape
  • Demonstrated ability to use data, customer feedback, and operational insights to identify trends and opportunities for improvement
  • Understand customer support principles, approaches and considerations. You are committed to improvement of people, processes, training programs, personal growth, team skills, and resources
  • Enthusiastic, collaborative and creative with the ability to inspire and encourage others, in both relationships with customers and peers
  • Elevated level of integrity. You are optimistic, and patient
  • Have a technical mindset that helps you evaluate issues with accuracy and speed
  • Experience remaining empathic and composed, even during escalated situations. You have had success instilling the same mindset into your team
  • Strong written and verbal communication skills, with demonstrated ability to communicate effectively with employees, leadership, customers, and cross-functional partners and influence outcomes across organizational boundaries
  • Travel is sometimes requested. Attendance is mandatory as directed by your manager
  • 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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
  • When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

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/
  • Salary transparency
  • Equal Employment Opportunity
  • At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.
  • Belonging
  • We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging
  • In-Person Onboarding and Identity Verification
  • This role may require in-person onboarding and/or in-person ID verification.

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