Job Requisition ID #
Position Overview
This is a product manager role reporting to the Group Product Manager of the Customer Success and Support domain within the Enterprise Systems & Experience (ESE) organization.
Autodesk is seeking a Product Manager with experience in customer support to reduce time to assignment of cases, enhancing a case's work readiness before assignment to an agent for faster resolution while leveraging AI and automation.
Responsibilities
In partnership with Senior Product Managers, develop the product strategy and roadmap for the Customer Support product domain, specifically the skills routing and assignment product group, aligning with the company vision and objectives.
Collaborate with customer support operations, direct customer experience and workforce management teams to drive service contract management and skills assignment.
Collaborate with team members to gather insights and identify pain points, needs, and opportunities
Leverage data, research and a robust feedback loop to conduct product discovery and define and prioritize product features and requirements based on business impact
Create detailed requirements, user stories, and acceptance criteria to guide development and ensure agreement on user needs
Collaborate with architects to provide scalable and stable solutions that align to enterprise architecture principles
Collaborate with user experience design teams to ensure intuitive and user-friendly interfaces that enhance the user experience for
Monitor main product metrics and analyze data to measure product performance, identify areas for improvement, and make data-driven decisions
Promote channel partner adoption of the portal continuously improving to build best practices for partner collaboration
Use Lean/Agile methods to deliver value through working software. Promote platform thinking, CI/CD automation, robust, scalable, secure and performant solutions
Ensure and/or conduct user acceptance testing (UAT) for new features
Assist support teams to review or troubleshoot partner challenges or data quality issues to identify improvement opportunities
Monitor key performance indicators (KPIs) for portal adoption, usage, and performance to drive continuous improvement
Minimum Qualifications
Advanced understanding of Salesforce CRM with including Sales and Customer Success capabilities and familiarity with the Salesforce service cloud, omnichannel routing, skills assignment to improve issue resolution times.
Experience with self-service and case deflection objectives
Basic data analysis skills for querying Salesforce data and evaluating feature effectiveness
Basic understanding of case routing and assignment process
Basic experience highly integrated enterprise systems
5-8 years of Product Management experience, having shipped multiple scalable products
Ability to work globally, sensitive to localized user needs and time zones
Proven success in lean engineering and Agile software development
Ability to translate customer needs into actionable product vision and requirements Excellent communication, organizational, and time management skills
Ability to gather, analyze and use data to make decisions, understand relevant business problems, justify and support prioritization and ensure effective solutions
Bachelor's degree in computer science, Engineering, Business, or a related field. An MBA is a plus
Preferred Qualifications
Experience with routing and assignment using Salesforce Omni to drive customer service excellence, especially in SaaS markets
Experience with AI/ML models for skills assignment, routing
Comfort with ambiguity and flexibility and ability to distill ambiguity into prioritized activities and results
Customer service orientation and a deeply analytical mindset
Ability to inspire engineers, designers, and integrators with a collective vision
Detail-oriented yet adaptable
#LI-AK1
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!
Salary transparency
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
Are you an existing contractor or consultant with Autodesk?
Please search for open jobs and apply internally (not on this external site).