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POD Engagement Lead – Client Services
| Company | Autodesk |
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| Location | San Francisco, CA, USA |
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| Salary | $53300 – $91850 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Senior |
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Requirements
- 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
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
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
- May require working on holidays
