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Client Services Manager
Autodesk
San Rafael, CA, United States
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Client Services Manager Job Summary:
As the Americas Client Services Support Manager, you and your team will be critical part of the Autodesk Help experience to assist customers to choose, purchase, and use Autodesk products through our ecommerce channel.
Your team supports customers with all aspects of e-Commerce Customer Service while developing and maintaining a positive customer experience. You will coordinate with various functions within the company to ensure customer requests are handled appropriately and take ownership for meeting the needs of customers.
The role currently will manage a team of up to 10 direct employees and reports into the Client Services Americas leader.
Role/Purpose:
• Responsible leading the team of specialists to provide superior support in all aspects of purchasing products via eCommerce, and high-value customer service
• Responsible for hiring, providing direction, coaching and development of eStore Support specialists. Serve as the main escalation point for customer escalations, inquiries and customer satisfaction.
• Monitors team performance and ensures that all SLAs and performance metrics are met.
• Identify trends and opportunities to improve customer experience, increase conversion, and operational efficiency at a global and regional level.
Principal Duties and Responsibilities:
• Ensure customers are responded to, exceeding expectations in a timely manner within the agreed global and regional SLAs.
• Ensure high level of customer satisfaction by fairly resolving escalated issues and take appropriate corrective action. Builds and maintains customer and organizational relationships regionally and globally.
• Participate in business/project planning with other functional teams to ensure readiness for customer support including processes, systems and policies requirements.
• Work closely with other managers to discover best practices and drive global consistency.
• Perform all people management duties including recruitment, staff development, team building and performance reviews.
• Monitor team performance and takes appropriate corrective action. Plan and manage team capacity and optimally distribute workload and coverage.
• Translate high-level organizational goals into team and individual goals for staff.
• Promote the brand of Operations Client Services within Autodesk, and maintain a positive, professional, service-oriented image. Provide coaching and feedback to peers, colleagues and direct reports that champion customer experience.
• Lead and/or participate in projects and initiatives representing the team globally
Requirements:
• High proficiency in written and verbal English
• Strong analytical skills
• Customer first mindset
• Experience and passion for influencing and leading others
• Minimum 3-5 years in a Customer Service leadership role with exception performance results
• Key Autodesk Competencies for this role:
◦ Ensures Accountability
◦ Collaborates
◦ Customer Focus
◦ Decision Quality