POD Subject Matter Expert, Client Services

Job Requisition ID #

Position Overview

As part of our “One Team – One Goal” Operating Model, the POD Subject Matter Expert, Client Services will be assigned 8-15 vendor employees and will be responsible to bring up and maintain their performance. POD SMEs will have end-to-end accountability for quality delivery of 100% closures by vendor agents. You will closely work with the Operations Manager of your POD group and get 1 SME, Team Lead and Quality Auditor from vendor assigned to closely collaborate with. You will oversee the POD specialists of your group, ensuring customers' and partners’ requests are actioned with care and understanding. You will provide day-to-day team support, mentoring, and fostering team success. There may be change in POD members due to attrition/movement or business needs.

You will be reporting to the POD Team Manager, Client Services. Work Schedule will be Monday to Friday, 6:00 am PT to 3:00 pm PT or 8:00 am – 5:00 pm PT and may change according to business needs. May require working on country bank holidays and take off on bank holidays in India instead and may require working on holidays.

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

Responsibilities

POD SMEs ensure business continuity and work towards the following goals:

• Fast resolution and great customer and partner experience

• Minimal escalations from end customer and partner

• First time resolution-Reduced volumes with lesser reopen and higher CSAT scores

POD SME Support Targets:

• POD Support to achieve all Client Services KPIs

• Case Closure target: 10 cases, CSAT: 90%, FCR: 94%, CSCI: 92%, Live Support Adherence: 85%, timely Seismic Lesson completion: 85%

• Support assigned vendor employees (POD specialists) in daily operations through constant support and coaching throughout the day

• Deliver morning and logout huddles

• Execute chat shadowing case monitoring and listening to all call transcripts and provide coaching, live swarming and support

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

• MRT & Backlog management of assigned POD group

• Deliver weekly performance data to stakeholders

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

• Effectively manage escalations of your POD group

• Communicate and collaborate effectively with your POD group and assigned Operations Manager, team lead, SME and quality lead

• Coach, share feedback and drive improvements in communication, KPIs, and case management for your POD group

• Deliver difficult messages effectively

• Lead engagement within your POD Team

• Collaborate effectively with the other POD SMEs in your GEO and globally

• Cover for another POD SME in backup as needed

• Support the business for EOQ and ensure your POD Group delivers flawlessly on any month-end and quarter-end activities

• Document procedures and collaborate on best practices

• Be open and transparent and share ideas and challenges to further optimize the POD model

• Ensure high customer & partner satisfaction by ensuring accountability and fast responsiveness of your POD group and identifying trends for efficiency

• Analyze key metrics and initiate action plans to improve performance of your POD group

• Maintain good working relationships and communications with POD group, vendor, GCO management, internal stakeholders and external partners and customers

• 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

• Speak your mind and contribute ideas

• Exemplify our Autodesk values

Minimum Qualifications

• Fluent in English

• Initiative to identify trends and lead corrective/preventative actions

• Digital fluency, using social media for communication

• Service-oriented mindset with a focus on customer experience

• To meet customer service performance measures

• Influence to engage others towards shared goals

• Flexibility to adjust schedule as per business needs

• 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 experie