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Customer & Partner Services Manager
Autodesk
Barcelona, , Spain
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Overview
Autodesk helps people imagine, design and create a better world. Everyone - from design professionals, engineers and architects to digital artist, students and hobbyists - use Autodesk software to unlock their creativity and solve important challenges. The success and growth of Autodesk can be attributed not only to its exceptional products, but also to its unique culture, which brings together the best and the brightest in a combined mission of innovation and creativity. We are a global, market leader in 3D design software for manufacturing, building, construction, engineering, and entertainment, with $2.2B in annual revenue.
We are continually highly ranked by Fortune, Forbes, Glassdoor and others. Check out the Top 7 Reasons You Should Work at Autodesk.
Principal Duties and Responsibilities:
• Effectively manages a team to enable global Partners to maximize their operational and sales capabilities
• A skilled Trusted Advisor who coaches team members to develop and use Trusted Advisor skills
• Champions, educates and reinforces team knowledge of:
• Autodesk’s strategic direction and goals
• Global GCSO/PSO team values and standards
• Policies, processes and business procedures
• Internal and Partner self-service tools
• Internal and Partners resources
• Sets expectation that each team member must consistently deliver exceptional support
• Ensures team compliance with company standards (Example: SOX)
• Ensures flawless execution of team’s month-end and quarter-end activities
• Collaborates effectively with Managers in all geos
• Initiates, organizes and manages global meetings as required by business or organizational needs
• Effectively networks and communicates with multiple global internal stakeholders
• Collaborates with cross-functional teams as a knowledgeable and influential PSO representative
• Influential project core team members who can challenge how planned changes could negatively impact Partners or our Customers
• Demonstrates appreciation of working with the diverse cultures
• Supports the creation of greater synergies and innovations within the organization
• Analyzes key metrics and initiates daily action plans for resource optimizations
• Interviews and hires qualified applicants who will be successful
• Manages team work schedule in collaboration with other managers
• Has frequent team meetings to discuss changes, team issues and development opportunities
• Supports each team member on achieving his/her Individual Development Plan goals
• Has regular scheduled 1:1s to support each employee’s professional and life skills development
• Assigns resources to projects or business use testing as development opportunities
• Proactive on keeping up to date on Policy and Process changes and driving Partner readiness activity in this area to deflect after the fact inquiries.
• Will work overtime as required to support business requirements.
Key Competencies:
• Select, develop and build highly responsive teams by recruiting resources, defining staff development areas and programs and providing ongoing feedback, training and development
• Self-motivated, independent, resourceful
• Strong analytical and problem solving skills
• Strong communication, interpersonal, and influencing skills
• Ability to present complex ideas clearly and concisely in written and verbal delivery to different audiences
• Identify root causes of issues impacting Partner satisfaction or efficiency
• Ability to drive decisions and support healthy conflict using fact-based and well organized lines of reasoning to execute actionable outcomes and results
• Strong facilitation skills
• Drive quality management system and help organization meet audit requirements.
• Comfortable with transition and change. Has the ability to make a reasonable decision in grey areas.
• Effectively manages ambiguity
• Exceptional interviewing, probing, and reframing skills
• Flexibly works in different global time zones for meetings and calls
• Experience evaluating and implementing new business models
• Accommodate time shift in working schedule to actively participate in global meetings.
Desired Requirements:
• Strong People Management Skills. Ability to inspire and motivate employees.
• Process, system, and workflow mapping . Must be capable of driving accountability for contact ownership with your team .
• Knowledge of Six Sigma and Lean methodologies
• Knowledge of SFDC, Siebel or other CRM enterprise applications useful
• Knowledge of SAP or other ERP applications useful
• Formal training in Change Management, Continuous Improvement, Performance Management
• Business planning and gap fit analysis
• Clearly able to demonstrate process improvement examples which lead to a return on investment or improved customer /Partner experience.
Desired Qualifications:
• Degree in Business, Computer Science, Business Management (or related field), BPM certification or Diploma Holder
Work Experience:
• 3-5 years Management experience.
• SAP sales order management, Siebel and Salesforce.com skills preferred
• Subject-matter expertise at least two of the following areas desirable
• Back office domain knowledge of partner channel order entry, subscription management
• Experience evaluating new business models and implementing on existing Autodesk systems
Travel - this role will require 10 - 15 % of travel . This travel will be mainly in Europe.