Technical Support Manager, D&M

Job Requisition ID # 26WD97304 Position Overview Are you ready to lead a high-performing team and make a real impact? As a Technical Support Manager, you will empower specialists to deliver outstanding customer support for industry-leading 3D design, engineering, and entertainment software. You will tackle customer challenges, drive proactive support programs, and influence our service strategies—all while helping your team grow and succeed. Our ideal candidate gathers and analyzes the most critical information needed to understand problems and generates innovative ideas and solutions while ensuring customer issues are resolved, shaping an environment where people are empowered to step up and take responsibility. Do you have a successful history of directly managing Customer Service or Technical Support Teams? If so, we would like to hear from you. Responsibilities Measure and monitor performance against established service levels to ensure achievement of individual and team targets Lead the delivery of world-class technical support for Autodesk products by helping build and optimize support processes that stive to exceed service goals Directly investigate and ensure resolution of escalated issues related to service delivery and customer satisfaction, ensuring timely communication with customers and stakeholders Champion HR initiative by driving onboarding, performance planning, staff development, and coaching to maintain a high-performing team Shape the organization’s vision by contributing to global projects that improve our efficiency Drive communication and change management, ensuring teams are always up-to-date and aligned with internal initiatives Collaborate with peers and senior leaders to share operational insights and provide information on support effectiveness Develop relationships to drive alignment and the results needed to achieve customer satisfaction and business objectives Minimum Qualifications Bachelor's degree or equivalent work experience 5 years management experience in a technology or customer support industry Required to have Autodesk product knowledge preferably in D&M space Proficient in CRM tools and building support operating procedures Strong written and verbal English communication skills Demonstrated ability to use data to inform decision making History of effective coaching and talent development through constructive feedback Demonstrated ability to manage through ambiguity for oneself and others by leveraging change management strategies Ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced technical support environment Ability to manage high pressure customer escalations with executive level stakeholders Preferred Qualifications An understanding of customer success management practices Proficiency or familiarity using Autodesk products Experience with cloud/SaaS based applications Experience managing or working in a remote team Proven record of developing, planning, and implementing training processes and programs The Ideal Candidate We are committed to creating an inclusive environment where diversity is our competitive advantage. We serve as strategic problem-solvers and trustworthy partners, delivering exceptional value and experiences for our customers. As a part of our culture, we strive to demonstrate the following values: Optimistic: Adopting a solution-focused mentality in the face of obstacles or challenges, responding to unexpected changes with openness and curiosity Relentless: Pursuing results with focus and consistent effort despite obstacles, working collaboratively to find solutions that ensure customer success Brave: Using data, insights, and feedback to take smart risks that yield impactful results while having difficult but necessary conversations that make us better as a team Ingenious: Looking outside our role, team, or organization for new ways to solve problems, collaborating effectively to achieve pr ... (truncated, view full listing at source)