Associate Manager, Customer Support (Hybrid)

Job Requisition ID #

Position Overview

The EBCS Customer Support Team are driven, smart and recognized for their willingness to problem solve with positivity. Our focus is to help customers with their daily questions across all products and ensure they have a great customer experience.

This is a chance to be a part of a global team that is growing fast within Autodesk's Emerging Business Customer Success (EBCS) organization. Reporting to a "Manager, Customer Support" the "Associate Manager, Customer Support" will achieve team indicators and lead projects to push the business forward and be an example of Autodesk's values. Plus, you will become a knowledgeable asset in construction software looking to transform a multi-trillion industry!

You will have a combination of on site work and remote work with this position. You must live in the Atlanta, GA area.

Responsibilities

• Lead a team to translate company-level programs into team-level plans. Ensure top-level performance from your team and exceed service Indicators. Hire and onboard new EBCS Customer Support team members

• Have clear, thoughtful, and documented expectations of your team to identify any training needs, performance issues, and recognize top talent

• Be a part of support-related projects to allow you to use your unique skill set and improve our team. With assistance of EBCS leadership (Managers, Senior Managers, Director), you will define project plans that achieve fiscal goals and push the business forward

• Collaborate with the broader leadership team to handle crisis management, or other work that impacts our customers and our business

• Have a continuous improvement mindset and an abundance of ideas. Understand how to secure accountability and pride in our work to achieve that vision

• Set the culture, tone, and expectations for team conduct. Ensure diversity, inclusion and a sense of belonging are strengthened by you and your team in all that we do

• Embody Autodesk's "Great Behavior" values on the 'how' (courage, adaptability, innovation and more) and the 'what' (team goals and team Indicators)

• You are seen throughout the organization (both within the Support Team, and throughout EBCS and Autodesk) to be optimistic, reliable and respectful. Employees and customers know that items in your hands will be taken care of quickly and with quality. You enjoy building strategic alliances to help improve our work

• This is a hybrid role with split time between remote and in-office work

Minimum Qualifications

• 1+ years of experience in management or mentorship of a team - building trust and navigating them to success

• Experience hitting Indicators and exceeding goals

• 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

• Travel is sometimes requested. Attendance is mandatory as directed by your manager

About Autodesk Construction Solutions

Autodesk has fully reimagined the construction business for the digital age, enabling companies to address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer and field so customers can move through each phase of a building's lifecycle — from design and preconstruction to construction, turnover and operations — with solutions including Assemble Systems, BIM 360, BuildingConnected and PlanGrid. General contractors, subcontractors, and owners around the world rely on ACS to win more work, enhance collaboration, speed decision-making, reduce risk, and improve overall project outcomes.

#LI-SV1

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 ou