Director of Client Services

Job Requisition ID # 26WD96121 Position Overview The Director of Client Services is a critical senior leadership role reporting to the Head – Global Customer Operations (GCO), part of Customer Technical Support (CTS) which is Autodesk’s Customer success (CS) organization and is also member of GCO’s leadership team. The Director of Client Services will be responsible for leading and transforming the globally distributed customer operations teams that provide support to Autodesk’s customers and partners. They will set up the Global Operations team for success to scale and support to meet Autodesk’s business model changes while continuing to provide the best-in-class support and services that meet the expected growth trajectory over the next 2-3 years. This role will have to see the big picture to oversee the system innovation, required modernization, and strategic direction needed to get ahead and be fit for the growth. They will need to balance the workforce mix of managed services and employees who work directly with partners and customers and those who will work solely on technology transformation to be ready for the upcoming anticipated customer growth and system changes. This role will also entail managing the vendors for Education support (Tier 1) queries and Product Support troubleshooting (Installation and Licensing, AutoCAD, AutoCAD 3D, Fusion etc). As one of the leaders of client services team, you will have the following functions across these operations teams: Client Services team which provides Autodesk’s partners and customers 365/24/7 support worldwide in 7 languages and English for presales, order processing, download, access, and user management. This group is also responsible for managing the workforce, change management, quarter end close, SOX compliance audits, UAT, policy reviews, and knowledge management. The successful candidate is adaptable and has experience working with global customer operations and services teams with a key focus on transformation of people, process, and technology. You have passion for driving customer value, the ability to work across global teams to solve highly complex business problems and thrive in an employee first, customer centric culture. This role will set the strategy for the Client Services Team and has opportunity to influence on Autodesk’s strategic priorities and objectives to modernize and digitize partner and customer experiences. A successful candidate will be a change maker who boldly questions the status quo, identifies opportunities, and champions strategic initiatives that drive business outcomes that enables Autodesk’s growth trajectory. Responsibilities Lead the distributed client services team delivering the highest standards of support and services Lead and execute regional and/or global, strategic programs to modernize and scale the client services team supporting new service model to meet Autodesk’s growth Manage outsourced managed services vendor(s) for client services, Education and Product support Influence business stakeholders to deliver customer and agent experience Improvements Reduce order, system, and access issues to reduce both customer and agent friction Deliver best in class customer experience for subscription management, order enablement, and other services Accelerate Autodesk’s ability to go to market with new offers and business models Ensure End of Quarter revenue recognition and SOX compliance for all order management Collaborate with the Global Product Support teams to ensure the highest level of Service for all Autodesk customers and Partners Selection, mentoring, coaching, performance management, and rewards and recognition of the organization Minimum Qualifications 15 years of experience working with globally distributed customer operations teams, preferably in a best-in-class SaaS environment operating 365/24/7 Experience leading initiatives that digitize and modernize agent and customer experiences through people ... (truncated, view full listing at source)