Customer Advocate

4 weeks ago

Montréal, Canada Autodesk Full time

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

LI-POST

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Autodesk has always valued flexibility in how we work. We continue to provide employees flexibility to support their work preferences wherever possible and nearly all roles are hybrid or remote, unless otherwise indicated.

Autodesk Careers

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