Customer Engagement Lead

6 months ago

Montréal, Canada Autodesk Full time

Job Requisition ID #
- 24WD77155
- La traduction en Français se trouve plus bas/The French translation can be found below_

Position Overview

The Content Strategy & Experience team in Customer Technical Success (CTS) ensures high-quality product expertise is delivered to customers as they learn, adopt, and use Autodesk’s platform through impactful content experiences. To accelerate on our journey of delivering a world-class experience and supporting users of all sizes across industries, we are looking for a dynamic Customer Engagement Lead to join our team.

Reporting to the Sr. Manager of Content Strategy & Experience, you will design and implement post-sales customer engagement strategies to deliver product support expertise to our customers right when they need it, and how they need it, using a multimodal approach.

Hybrid role, located within commuting distance of office in Montreal, Barcelona, or Bangalore.

**Responsibilities**:
- You will identify main moments of trust in the customer journey, and plan, develop and activate audience-centric predictive customer and partner engagement initiatives to ensure access to content at the right time- You will manage branded frameworks (newsletters, web, webinars, presentations,...) ensuring consistency, accuracy, and readiness for customer consumption, digitally and 1.1- You will develop and edit content and messaging for value enhancement and major issues to ensure our communications with our customers and partners are qualitative- You will define and monitor measurements and customer feedback to assess content engagements effectiveness and inform improvements- You will lead product support content communications plan to ensure transparency of content availability, ease of access, and use across the company- You will guide and train CTS staff on best practices for customer engagement, presentations, and branded frameworks, ensuring efficiency, quality, and influence- You will collaborate across organizations to ensure that product support customer engagement initiatives are aligned with customer needs, preferences, and team goals. Additionally, you will establish trust and authority among peers and stakeholders by fostering clarity, agreement of ideas, and delivery on outcomes- You will stay abreast of industry trends, emerging technologies, and best practices in content strategy and operations, and integrate relevant insights into the team and practice to foster a culture of innovation and knowledge sharing

Minimum Qualifications- You have 5+ years of experience developing successful B2B customer engagement or content activation strategies. Experience measuring effectiveness and improving based on insights- You are a concise writer, editor, and content producer, comfortable with design tools to transform complex information into engaging customer engagements content, create branded frameworks, and craft concise messaging tailored to audience needs, and nurture that skill in others- You understand taxonomy and information architecture design, are experienced with Content Management Systems, and have built and implemented SEO strategies- You have solid project management background, excels at guiding diverse team projects from brainstorming to completion. Accomplished in translating strategic plans into actionable tasks, and fostering progress and enhancements- You have an analytical, solution focused, and practical approach, consideration of goals and concerned parties' priorities to achieve the right outcome for customers- You have an independent approach, proactiveness, and a learning and improvement mindset- Experience in a customer-facing department or in the software industry an advantage- You have an university degree in business administration, marketing, content activation, or related field- Focus on the customer, prioritizing their needs and preferences- Demonstrated SEO skills and ability to share best practices, able to implement impactful strategies to enhance content visibility and improve online presence- You have experience developing cross-company projects - you can work with a variety of geographically dispersed teams to create agreement and common goals- You crave creative challenges - you see problems as opportunities to solve. You a constantly push to understand the "why"
- 24WD77155 Responsable de l’engagement de la clientèle

Présentation du poste

L’équipe Stratégie et expérience du contenu dédiée à la réussite technique de la clientèle veille à ce que les clients bénéficient d’une expertise de qualité dans le domaine des produits lorsqu’ils apprennent, adoptent et utilisent la plateforme Autodesk, grâce à des contenus percutants. Pour accélérer notre transition vers une expérience de niveau international et pour prendre en charge les utilisateurs de toutes tailles dans tous les secteurs, nous recherchons un responsable de l’engagement de la clientèle dynamique qui puisse rejoindre notre équipe.

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