POD Engagement Lead, Client Services

Job Requisition ID #

Position Overview

As a POD Engagement Lead, Client Services you will play a crucial role in driving the success of the pods. Your responsibilities will include providing strategic direction for the pod's activities while also managing and overseeing daily operations. You will be instrumental in supporting the team with complex cases, addressing escalations, oversee training needs, and cultivating a collaborative environment for team success.  Reporting to the AMER GEO Lead Client Services Manager. Work Schedule: Monday to Friday 7:00 am – 4:00 pm PT and may change according to business needs.

Location: you will be attached to our San Francisco office, with a hybrid-remote work policy.

Responsibilities

• GEO lead for the AMER Autodesk CSCI program delivering monthly review meetings with specialists to include reopened and action management cases

• Leads all DSAT review meetings for Autodesk specialists and help identify areas for improvement in service delivery and overall customer experience

• Provides coaching and feedback to AMER Autodesk specialists and addresses their case queries

• Escalation management support for internal email aliases, including executive escalations

• Manages customer service escalates requiring a direct call to the customer or partner

• Conduct training sessions with new hires, tenured Autodesk specialists, and vendor

• Oversee the POD, including assigning tasks, monitoring progress, and ensuring work meets quality standards

• Working with the POD SME and GEO lead, to resolve vendor engagements gaps

• As directed by the POD SME, assumes case ownership to improve a negative experience

• Drive resolution of pending collabs and incident tickets

• Facilitate communication within the POD ensuring effective collaboration and alignment

• Identify opportunities for process improvement, implementing best practices and ensuring efficiency

• Drive best-case hygiene and case management for the team

• Grow relationships with management and collaborate as one team including vendor in India

• Communicate with your team, management, senior stakeholders, directors, customers, and partners

• Collaborate with the AMER and Global Team Leads and mangers, sharing feedback and driving improvements in communication, KPIs, and case management

• Be point of contact for any projects assigned by management

• Exemplify our Autodesk values

• Be a voice in CS Management team, sharing ideas or challenges seen by the wider CS team

• Maintain good working relationships and communications with team members, vendor and external partners

• Support month-end and quarter-end activities

• Appreciate diverse culture and help us create greater synergies and innovations within our organization

• Champion our Autodesk's initiatives and inspire others towards its goals

• Document procedures and collaborate on best practices

• Advocate for change and liaise with management on change communication

• Speak your mind and contribute ideas

• Build employee engagement plans and drive employee engagement

Minimum Qualifications

• Fluent in English

• Initiative to identify trends and lead corrective/preventative actions

• Digital fluency, using social media for communication

• Desire to grow within the company, aiming for future managerial positions

• Service-oriented mindset with a focus on customer experience

• To meet customer service performance measures

• Influence to engage others towards shared goals

• Flexibility to work in different global time zones

• Clear IDP and commitment to building and growing your career

Preferred Qualifications

• Degree in Business, Supply Chain, Logistics Management, or equivalent

• Minimum 5 years of customer service experience · Work experience in SAP sales order management, Siebel, and Salesforce.com preferred

• Appreciate diverse culture and help us create greater synergies and innovations within our organization

• Champion our Autodesk's initiatives and inspire others towards its goals

• Document procedures and collaborate on best practices

• Advocate for change and liaise with management on change communication

• Speak your mind and contribute ideas

• Build employee engagement plans and drive employee engagem