POD Subject Matter Expert – Client Services

POD Subject Matter Expert – Client Services

Requirements

• 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

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 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

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 preferred