Responsibilities
* Drive Repeat Issue Elimination: identify and prioritize top recurring customer pain points across AECO products and workflows, lead initiatives to reduce or eliminate repeat cases via product, process, and enablement improvements, and establish and track eradication plans for high‑impact friction areas.
* Product Insights & Root Cause Analysis: synthesize insights from support data, telemetry, TAM input, and customer feedback; perform root‑cause trend analysis to identify systemic issues; translate data into clear, actionable insights for Product and Engineering teams.
* Product & Experience Advocacy: serve as trusted advocate for AECO customers within Product and Engineering, influence product prioritization and roadmap decisions through data‑driven insights, and partner with product leadership to ensure supportability, reliability, and usability are built into the product experience.
* Pre‑Release Readiness & Supportability: partner with Product teams to ensure pre‑release readiness for AECO solutions, identify potential field risks, support gaps, and enablement needs before launch, and ensure field teams and customers are prepared through guidance and readiness materials.
* Strengthen Closed‑Loop Feedback: establish and improve the closed‑loop process from customer issue to product improvement enablement, ensure insights lead to measurable outcomes, and improve visibility and accountability for product improvements driven by customer experience.
* Lead a High‑Impact, Multi‑Disciplinary Team: lead and develop a team of Customer Advocates, Product Insights Specialists, and Technical Enablement Specialists; build a culture of curiosity, accountability, and continuous improvement; align team priorities to the most impactful customer and product outcomes.
Key Outcomes & Success Metrics
* Reduction or elimination of repeat cases on solved issues.
* Measurable customer time savings and reduced effort.
* Improved customer trust and advocacy (CSAT/NPS).
* Increased number and impact of product or experience improvements driven by Customer Reliability.
* Stronger closed‑loop feedback and field readiness across AECO.
Desired Industry Expertise & Credibility
* Deep understanding of the AECO industry, customer workflows, and challenges.
* Proven ability to engage and influence senior Product and Engineering leaders.
* Strong understanding of how customers use Autodesk solutions in real environments.
Leadership & Influence
* Experience leading cross‑functional teams and driving outcomes without direct authority.
* Ability to build trust and alignment across Support, Product, and Customer Success.
* Strong coaching and team development skills.
Analytical & Strategic Thinking
* Ability to synthesize large, complex datasets into clear insights and priorities.
* Strong problem‑solving and root‑cause analysis skills.
* Experience turning insights into actionable improvement plans.
Communication & Storytelling
* Exceptional ability to tell a compelling story with data.
* Ability to translate customer experience into clear executive‑level narratives.
* Comfortable presenting to and influencing senior leadership.
Mindset & Traits
* Customer‑first mindset with strong empathy for user experience.
* Courageous in challenging assumptions and advocating for change.
* Collaborative and able to build strong cross‑team partnerships.
* Results‑driven, focused on measurable impact over activity.
Qualifications
* 8+ years of experience in Customer Success, Technical Support, Product Management, Engineering, or a related field.
* 3+ years of people leadership experience, including managing cross‑functional or technical teams.
* Experience with Autodesk AECO products or ecosystem.
* Background in architecture, engineering, construction, or operations environments.
* Demonstrated experience working with AECO industry customers, workflows, or solutions.
* Proven ability to translate customer insights and data into actionable product or process improvements.
* Experience partnering with or working in Product and Engineering teams.
* Strong analytical skills with ability to interpret complex technical or operational data.
* Excellent communication and storytelling skills, with experience presenting to senior stakeholders.
Benefits
Competitive salary range: $126,000–$226,270 for U.S. based roles, with additional compensation opportunities through bonuses, commissions, stock grants, and a comprehensive benefits package.
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 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.
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