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Access Fulfillment Analyst
Autodesk
Neuchâtel, , Switzerland
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Description
As a global leader in 3D design, engineering, and entertainment software, Autodesk helps people imagine, design, and create a better world. Autodesk accelerates better design through an unparalleled depth of experience and a broad portfolio of software to give customers the power to solve their design, business, and environmental challenges. In addition to designers, architects, engineers, and media and entertainment professionals, Autodesk helps students, educators, and casual creators unlock their creative ideas through user-friendly applications.
Responsibilities
• Enable and maintain access and services to Autodesk’s Cloud products and services utilizing internal tools.
• Monitor and log Cloud orders through cases in Autodesk’s CRM system (Salesforce).
• Provide ELD (Electronic License Download) Support for both internal and external customers
• Ensures access to correct download files in customer accounts – works to minimize impact of order sync failures
• Works within DSC to troubleshoot file and data problems surrounding downloads
• Provide service within agreed upon Service Level Agreements (SLA's) with various customers, both internal and external.
• Receive, investigate, and respond to both internal and external inquiries regarding access, Cloud products, verifications, and complaints.
• Provide information regarding order status, access dates and projects. Analyze and research historical data to solve access issues.
• Manage multi levels of contacts, navigate effectively through both Sales and Product Development organizations.
• Document policy and procedures as it relates to Cloud access and fulfilment and Download support.
• Coordinate with peers in the development and/or refinement of processes which optimize delivery of Autodesk Cloud Products.
• Recommend to management solutions to difficult cloud related issues ensuring customer needs are always met.
• Support Export Compliance cases and inquiries for open customer orders.
• Provide support for the rapid fulfilment of conventional customer and partner orders which may "fall-out" while processing through SAP.
• Support - as necessary our physical Media Kit fulfilment to end-customers as part of "Access Fulfilment" within the GCSO -> Operations -> Access Delivery team.
Requirements
• Analysis, creating reports and presenting process enhancement solutions
• Proactive approach, flexible, able to operate in constant changing environment
• Ability to follow procedural documents to assist in the troubleshooting and resolution of download issues
• Work independently, or within the construct of a project team, to understand customer business requirements and deliver solutions which meet those business needs.
• Focus on execution of sales and marketing activities as per annual and quarterly plans