Customer Advocate

3 weeks ago

Montréal, Canada Autodesk Full time

Job Requisition ID #
- 23WD68486

Position Overview

In a company obsessed with our customer’s success, you will be playing a critical role at Autodesk as a Customer Advocate in the Customer Advocacy and Enablement (CAE) organization. The CAE organization’s purpose is to Elevate the Customer Voice & Enhance Customer Engagement. Advocating for Autodesk customers, your primary role is to manage multiple, concurrent account-level escalations with the objective to collaborate across internal teams to resolve complex issues and improve the experience for those accounts. The Customer Advocate team is also responsible for identifying the root causes of common issues and driving systemic improvements for the betterment of the experience of all our customers.

A Customer Advocate at Autodesk is an active listener with impeccable communication skills who is responsible for keeping customers, account teams, and support representatives informed throughout the entire process. Using organization and planning skills, this individual’s focus will bring order, structure, and focused attention to address account escalations.

Autodesk strives to design and deliver the best possible experience for our customers, but when things don’t go as planned, you will relentlessly strive to regain trust and rebuild brand loyalty with our customers at the most crucial moments.

**Responsibilities**:
In a Customer Advocate role, you will be responsible for the following:
Having Impact:
- Triaging, identifying, analyzing, communicating, and initiating the escalation process based on the pre-defined escalation criteria- Working closely with a cross-functional team of experts from across Autodesk- Triggering executive support when required- Establishing customer communication strategies for each escalation by partnering with account team and support representatives- Driving escalations to conclusion and providing a response back to each customer

Striving for improvement:
- Documenting action plans and reporting the current state of all escalations in the appropriate tools- Establishing and maintaining KPI’s for successful escalation process measures- Working collaboratively with other Customer Advocates in different regions- Creating Advocacy Forums to collect input from customers and Autodesk customer-facing teams

Minimum Qualifications:
- Fluent English language skills required.- 5+ years of experience in customer advocacy, customer/client service, customer support, customer success management- Track record of building strong and collaborative relationships with technical support, customer success, and sales teams- Proven ability to influence through persuasion, negotiation, and consensus building- Skilled with Microsoft Office 365 (e.g., PowerPoint)- Familiarity with collaboration platforms such as Zoom, Microsoft Teams, SharePoint, Salesforce, & SlackPreferred Qualifications:
- Courageous: You are able to have hard conversations for better outcomes- Impactful: You are passionate about making a positive impact and have a sense of urgency in approaching critical challenges- Humble: You recognize that you don’t know everything, you are an excellent listener and are an empathetic person- Smart - You minimize complexity and strive for simplicity, but you have attention to detail- Influence: You have an ability to influence stakeholders and are an excellent storyteller
- Présentation du poste

Dans une entreprise soucieuse de la réussite de ses clients, vous jouerez un rôle essentiel chez Autodesk en tant que porte-parole des clients au sein de l’organisation de défense et de soutien des clients (CAE). L’objectif de l’organisation CAE est d’élever la voix du client et d’améliorer l’engagement client. En tant que porte-parole des clients d’Autodesk, votre rôle principal est de gérer plusieurs remontées d’incidents simultanées au niveau des comptes dans le but de collaborer avec les équipes internes pour résoudre des problèmes complexes et améliorer l’expérience de ces comptes. L’équipe de défense des clients est également chargée d’identifier les causes fondamentales des problèmes courants et d’apporter des améliorations systémiques à l’expérience de tous nos clients.

Avec une structure de soutien solide et de nombreuses ressources à portée de main, vous veillerez à ce que les remontées d’incidents entrantes soient menées à leur terme, que vous utilisiez les voies de remontée existantes ou que vous fassiez appel à des experts en la matière pour remédier à la situation.

Chez Autodesk un(e) porte-parole des clients est une personne dotée d’une capacité d’écoute active et de compétences de communication irréprochables. Elle est chargée de tenir les clients, les équipes de comptes et les représentants du soutien informés tout au long du processus. En utilisant des compétences d’organisation et de planification, cette personne se concentrera sur l’ordre,

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