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Position Overview

Autodesk is looking for a Technical Support Manager to join our Customer Technical Success group. With a clear focus on helping customers adopt industry-leading 3d design, engineering, and entertainment software you will lead a group of specialists resolving customer product issues reported to us by phone and chat. In addition to reacting to customer issues, specialists also participate in a growing number of proactive programs; develop and present webinars, hosting Q&A sessions in the forums, and publishing technical articles in the Autodesk Knowledge Network (AKN). All our teams have a direct influence on customer adoption, and with R&D to make the necessary changes needed to increase customer satisfaction and loyalty.

You gathers and analyzes the most important information needed to understand problems and generates ideas and solutions to solve them; ensure that customer issues are resolved, pulling the right groups together to be in service for the customer; hold all partners accountable for achieving goals; and encourage others to take appropriate risks, shaping an environment where people are empowered to step up and take responsibility. You will have a great track record for directly managing teams of customer service or technical support specialists. You will be directly reporting to Director, Technical Support in Japan. You will work hybrid environment.

As Autodesk completes its transition to a subscription and cloud-based company, there has never been a more exciting time to join the Global Product Support group. If you know what it means to do business in the cloud and have the skills to lead through change then we want to talk to you!

Responsibilities

• Manage staff in achieving world-class levels of customer satisfaction; ensure appropriate resources are in place and work schedules are established.

• Manage the implementation of processes and plans to ensure delivery of Live Support.

• Monitor performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards.

• Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction, ensure communication to customers and appropriate partners.

• Manage employee Human Resource Programs; ensure implementation of employee performance plan, onboarding program, employee coaching projects

• Manage and prepare budgets and work with senior management on forecasting, discrepancies, variance trend analysis.

• Improve communication in the organization; ensure new information is coordinated with support teams and partner teams.

• Lead setting organization vision, global projects; identify more efficient strategies to promote efficiency.

• Ensure staff are adequately prepared to support products by developing and building and programs.

• Work with our Client Services, Renewals hub and Sales team in improving customer processes and offerings.

• Fluent in both Japanese and English, able to clearly communicate complex technical topics with global teams and customers.

Minimum Qualifications

• Bachelor's degree in relevant field

• Technical team management experience

• Fluency in Japanese. Business-level English.

• 10+ years of technology and customer support experience

• Relevant knowledge of software, computer and network systems

• Proficient in support tools

• Experience supporting cloud/SaaS based applications

• Remote work management skill

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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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

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

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include 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

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

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