Sr. Director, Technical Support, North America

Job Requisition ID #

25WD85430

Position Overview

 As the Sr. Director of Global Product Support, you will spearhead our efforts to transform and elevate the customer support experience. You will provide strategic leadership, manage global initiatives, drive digital capabilities and lead revenue-generating support teams. Reporting directly to the VP of Customer Technical Success Organization, you will oversee a dynamic team of 100+ employees across North America, driving forward innovative, personalized, assisted and digital engagement pathways that ensure meaningful customer outcomes.

Responsibilities

• Develop and execute strategies to create a best-in-class support experience, placing the customer at the center through effective digital-first and human support channels
• Develop support tiering and segmentation models to optimize efficiency across global teams and product lines
• Implement outsourcing strategies to extend support coverage on a global scale
• Develop and enhance programs that leverage our partners’ strengths to enrich the support experience
• Drive the integration of AI technologies to innovate and enhance the customer support experience, ensuring smarter, faster, and more personalized solutions and raising employee efficiency
• Drive the utilization of Autodesk's knowledge network to ensure scalable service for all user types
• Establish a roadmap for process, system, and resource requirements to enable new offerings and experiences
• Work collaboratively with marketing, consulting, customer success, renewals and technology teams to build and execute differentiated customer lifecycle experiences
• Champion the customer’s voice across product engineering, marketing, and operations to deliver a more cohesive and aligned customer experience.
• Collaborate within Customer Success to develop and deliver comprehensive customer journeys
• Set and monitor key performance indicators (KPIs), including customer satisfaction metrics, and relentlessly focus on achieving key customer outcomes
• Hire, develop, and retain a team dedicated to providing a premium customer support experience

Minimum Qualifications

• 10+ years of leadership experience, preferably in a best-in-class SaaS environment
• Proven executive leadership with large Customer Success teams in collaborative settings across multiple cross-product initiatives
• Experience enhancing customer success initiatives to improve service, operational efficiency, and support new models
• Proven track record of driving innovation, including the integration of AI and digital support solutions to enhance customer experiences and operational efficiency
• Ability to develop strategic priorities and influence a shared vision across all organizational levels, including senior executives
• Strong commitment to creating an exceptional customer support environment
• Expertise in synthesizing data and diverse perspectives into a unified vision.
• Ability to inspire and rally teams toward common goals with an inclusive approach
• Strong cross-functional partnership skills to advocate for the team and the customer
• Excellent communication skills with the ability to simplify complex concepts
• Enthusiastic about understanding customer needs and maximizing the value of our products and services
• BS degree in a relevant technical field such as Engineering, Architecture, or Computer Science; MBA highly desirable
• Willingness to travel up to 40%.

Learn More

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

 

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

 

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $168,900 and $273,240. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Sales Careers

Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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