Customer Advocate, Design & Manufacturing, Customer Reliability
21 hours ago
Sabadell
26 WD100930, Customer Advocate, Design & Manufacturing, Customer Reliability L'affichage de poste en français suivra / The French job posting follows. Position overview Autodesk Customer Technical Success is looking for an experienced Design & Manufacturing customer advocate to identify the systemic customer problems that matter most and turn those signals into clear decisions and measurable outcomes. The Customer Advocate brings together customer advocacy and product intelligence skills into one role. You will bring Design & Manufacturing product and workflow knowledge together with customer conversations, support trends, escalations, product data, sentiment, and business context to understand what is really happening, determine where Autodesk should invest attention, and build a clear case for action. Your value comes from applying technical expertise and judgment to customer signals, developing a point of view, validating it with customers and internal partners, and driving systemic issues toward a clear solution path. You will work closely with Product Management, Engineering, Technical Support, Technical Account Management, Support Readiness, Customer Success, and other teams across Autodesk. Responsibilities Identify, validate, and prioritize systemic customer pain using Support data, customer conversations, escalations, telemetry, sentiment, and other signals, distinguishing isolated incidents from issues with broader or growing impact Build a clear understanding of Design & Manufacturing customer workflows and validate customer pain directly with customers, account teams, Technical Account Managers, Support specialists, and other relevant partners Build decision-ready Reliability Packages that combine customer evidence, quantitative data, business impact, and strategic context Develop a point of view on potential solution paths, including Product or Engineering changes, diagnostics, supportability improvements, workflow guidance, digital solutions, communications, or other approaches Connect systemic customer pain to Autodesk and Product strategic priorities so teams can make informed decisions about where investment can create the greatest customer and business value Drive prioritized issues toward a clear decision and accountable owner, and escalation when ownership or alignment cannot be established Help bring structure to complex work by getting the right people aligned, making ownership clear, and keeping priority issues moving forward Build trusted relationships with Design & Manufacturing Product Management and Engineering teams and bring customer intelligence into roadmap, reliability, planning, and prioritization discussions Use strategic customer escalations as a source of intelligence when they expose systemic risk, significant customer impact, or problems likely to scale, without replacing standard account or Support escalation processes Represent the voice of the customer through direct engagement, advisory groups, support interactions, customer sentiment, community signals, and other feedback channels Partner with Support Readiness to translate decisions, workarounds, Product changes, and resolved customer pain into scalable guidance for customer-facing teams and, where appropriate, customers Follow prioritized issues through the Reliability value chain and evaluate whether the resulting Product, supportability, or operational action reduced customer pain Use modern data, analytics, and AI-assisted tools to accelerate signal identification and synthesis while applying human judgment and product expertise to conclusions and recommendations Minimum Qualifications 5+ years of experience in technical support, technical account management, customer advocacy, product insights, product operations, product management, or a related customer-facing or product-facing discipline Strong hands-on knowledge of Autodesk Fusion, Autodesk Inventor, or comparable professional CAD/CAM software, with the ability to understand complex Design & Manufacturing workflows, product behavior, and technical customer issues Strong analytical judgment and pattern-recognition skills, with the ability to synthesize quantitative and qualitative information and make recommendations with incomplete or ambiguous data Experience developing compelling business cases or problem narratives that connect evidence, customer impact, business impact, and recommended action Demonstrated ability to independently structure and lead ambiguous, cross-functional work, align stakeholders and dependencies, and influence Product Management, Engineering, and senior leaders without direct authority Strong written and verbal communication skills, including the ability to simplify complex customer and technical problems for Product and executive audiences Ability to prioritize a limited number of high-impact issues and maintain focus in an environment with competing customer, Product, and organizational demands Comfort using modern data, analytics, and AI-assisted tools to investigate customer signals and develop an informed point of view Preferred Qualifications Experience working directly with Product Management and Engineering on product quality, reliability, defect prioritization, or roadmap decisions Experience supporting strategic or enterprise Design & Manufacturing customers and understanding the technical and business context behind high-impact customer issues Broader familiarity with Design & Manufacturing workflows such as CAD, CAM, data management, collaboration, or manufacturing processes Experience with customer advisory programs, Voice of Customer programs, systemic issue management, or problem-management practices Experience developing scalable approaches that reduce recurring customer issues or improve product and customer experience outcomes 26 WD100930, ChargĂŠ de la dĂŠfense des intĂŠrĂŞts des clients, Conception et fabrication, FiabilitĂŠ client Aperçu du Poste L'ĂŠquipe ÂŤ Customer Technical Success Âť d'Autodesk recherche un chargĂŠ de la relation client expĂŠrimentĂŠ dans le domaine de la conception et de la fabrication, capable d'identifier les problèmes systĂŠmiques les plus importants rencontrĂŠs par les clients et de transformer ces signaux en dĂŠcisions claires et en rĂŠsultats mesurables. Le chargĂŠ de la dĂŠfense des intĂŠrĂŞts des clients combine dans une seule fonction des compĂŠtences en matière de dĂŠfense des intĂŠrĂŞts des clients et dâanalyse des produits. Vous associez votre connaissance des produits et des flux de travail de Design & Manufacturing aux ĂŠchanges avec les clients, aux tendances en matière dâassistance, aux escalades, aux donnĂŠes produit, au sentiment des clients et au contexte commercial afin de comprendre ce qui se passe rĂŠellement, de dĂŠterminer les domaines sur lesquels Autodesk doit concentrer son attention et dâĂŠlaborer un argumentaire clair en faveur dâune action. Votre valeur rĂŠside dans la capacitĂŠ Ă appliquer votre expertise technique et votre jugement aux signaux ĂŠmis par les clients, Ă dĂŠvelopper un point de vue, Ă le valider auprès des clients et des partenaires internes, et Ă orienter les problèmes systĂŠmiques vers une voie claire menant Ă une solution. Vous travaillerez en ĂŠtroite collaboration avec la gestion des produits, lâingĂŠnierie, le support technique, la gestion technique des comptes, la prĂŠparation du support, la rĂŠussite client et dâautres ĂŠquipes au sein dâAutodesk. ResponsabilitĂŠs Identifier, valider et hiĂŠrarchiser les difficultĂŠs systĂŠmiques des clients Ă lâaide des donnĂŠes du support, des ĂŠchanges avec les clients, des escalades, de la tĂŠlĂŠmĂŠtrie, du sentiment et dâautres signaux, en distinguant les incidents isolĂŠs des problèmes ayant un impact plus large ou croissant AcquĂŠrir une comprĂŠhension claire des flux de travail des clients du secteur de la conception et de la fabrication et valider les difficultĂŠs des clients directement auprès de ces derniers, des ĂŠquipes chargĂŠes des comptes, des responsables techniques de compte, des spĂŠcialistes du support et dâautres partenaires concernĂŠs Ălaborer des dossiers de fiabilitĂŠ prĂŞts Ă servir de base de dĂŠcision, combinant les tĂŠmoignages des clients, les donnĂŠes quantitatives, lâimpact commercial et le contexte stratĂŠgique Ălaborer un point de vue sur les pistes de solution potentielles, notamment les modifications de produit ou dâingĂŠnierie, les diagnostics, les amĂŠliorations en matière de prise en charge, les conseils sur les flux de travail, les solutions numĂŠriques, la communication ou dâautres approches Relier les difficultĂŠs systĂŠmiques des clients aux prioritĂŠs stratĂŠgiques dâAutodesk et des produits afin que les ĂŠquipes puissent prendre des dĂŠcisions ĂŠclairĂŠes sur les domaines dâinvestissement susceptibles de crĂŠer la plus grande valeur pour les clients et lâentreprise Faire aboutir les problèmes prioritaires Ă une dĂŠcision claire et Ă la dĂŠsignation dâun responsable, et les remonter lorsque la responsabilitĂŠ ou lâalignement ne peuvent ĂŞtre ĂŠtablis Contribuer Ă structurer les tâches complexes en alignant les bonnes personnes, en clarifiant les responsabilitĂŠs et en assurant lâavancement des problèmes prioritaires Ătablir des relations de confiance avec les ĂŠquipes de gestion des produits de conception et de fabrication ainsi quâavec les ĂŠquipes dâingĂŠnierie, et intĂŠgrer les informations clients dans les discussions relatives Ă la feuille de route, Ă la fiabilitĂŠ, Ă la planification et Ă la hiĂŠrarchisation des prioritĂŠs Utiliser les escalades stratĂŠgiques des clients comme source dâinformations lorsquâelles mettent en ĂŠvidence un risque systĂŠmique, un impact significatif sur les clients ou des problèmes susceptibles de prendre de lâampleur, sans pour autant remplacer les processus standard dâescalade des comptes ou du support ReprĂŠsentez la voix du client par le biais dâun engagement direct, de groupes consultatifs, dâinteractions avec le support, du sentiment client, des signaux ĂŠmanant de la communautĂŠ et dâautres canaux de retour dâinformation Collaborez avec lâĂŠquipe ÂŤ Readiness Âť du support pour traduire les dĂŠcisions, les solutions de contournement, les modifications apportĂŠes au produit et les problèmes clients rĂŠsolus en conseils ĂŠvolutifs destinĂŠs aux ĂŠquipes en contact avec la clientèle et, le cas ĂŠchĂŠant, aux clients eux-mĂŞmes Suivez les problèmes prioritaires tout au long de la chaĂŽne de valeur de la fiabilitĂŠ et ĂŠvaluez si le produit, la facilitĂŠ de support ou les mesures opĂŠrationnelles qui en ont rĂŠsultĂŠ ont permis de rĂŠduire les difficultĂŠs rencontrĂŠes par les clients Utiliser des donnĂŠes modernes, des analyses et des outils assistĂŠs par lâIA pour accĂŠlĂŠrer lâidentification et la synthèse des signaux, tout en appliquant le jugement humain et lâexpertise produit aux conclusions et recommandations Qualifications Minimales Au moins 5 ans dâexpĂŠrience dans le support technique, la gestion technique des comptes, la dĂŠfense des intĂŠrĂŞts des clients, lâanalyse produit, les opĂŠrations produit, la gestion de produit ou toute autre discipline connexe en contact avec la clientèle ou les produits Solides connaissances pratiques dâAutodesk Fusion, dâAutodesk Inventor ou dâun logiciel CAO/FAO professionnel comparable, avec la capacitĂŠ de comprendre les flux de travail complexes de conception et de fabrication, le comportement des produits et les problèmes techniques rencontrĂŠs par les clients Solides capacitĂŠs dâanalyse et de reconnaissance de schĂŠmas, avec la capacitĂŠ de synthĂŠtiser des informations quantitatives et qualitatives et de formuler des recommandations Ă partir de donnĂŠes incomplètes ou ambiguĂŤs ExpĂŠrience dans lâĂŠlaboration dâanalyses de rentabilitĂŠ convaincantes ou de descriptions de problèmes reliant les preuves, lâimpact sur les clients, lâimpact sur lâactivitĂŠ et les actions recommandĂŠes CapacitĂŠ avĂŠrĂŠe Ă structurer et diriger de manière autonome des missions transversales et ambiguĂŤs, Ă coordonner les parties prenantes et les interdĂŠpendances, et Ă influencer la gestion des produits, lâingĂŠnierie et les cadres supĂŠrieurs sans autoritĂŠ hiĂŠrarchique directe Solides compĂŠtences en communication ĂŠcrite et orale, notamment la capacitĂŠ Ă simplifier des problèmes techniques et clients complexes Ă lâintention des ĂŠquipes produit et des dirigeants CapacitĂŠ Ă hiĂŠrarchiser un nombre limitĂŠ de problèmes Ă fort impact et Ă rester concentrĂŠ dans un environnement oĂš sâentrecroisent les exigences des clients, des produits et de lâorganisation Aisance dans lâutilisation dâoutils modernes de donnĂŠes, dâanalyse et dâintelligence artificielle pour ĂŠtudier les signaux des clients et dĂŠvelopper un point de vue ĂŠclairĂŠ Qualifications SouhaitĂŠes ExpĂŠrience de collaboration directe avec la gestion de produit et lâingĂŠnierie sur des questions de qualitĂŠ des produits, de fiabilitĂŠ, de hiĂŠrarchisation des dĂŠfauts ou de dĂŠcisions relatives Ă la feuille de route ExpĂŠrience dans lâaccompagnement de clients stratĂŠgiques ou dâentreprise dans les domaines de la conception et de la fabrication, et comprĂŠhension du contexte technique et commercial sous-jacent aux problèmes clients Ă fort impact Connaissance gĂŠnĂŠrale des flux de travail liĂŠs Ă la conception et Ă la fabrication, tels que la CAO, la FAO, la gestion des donnĂŠes, la collaboration ou les processus de fabrication ExpĂŠrience des programmes de conseil aux clients, des programmes ÂŤ Voix du client Âť, de la gestion des problèmes systĂŠmiques ou des pratiques de gestion des problèmes ExpĂŠrience dans le dĂŠveloppement dâapproches ĂŠvolutives permettant de rĂŠduire les problèmes clients rĂŠcurrents ou dâamĂŠliorer les rĂŠsultats en matière de produits et dâexpĂŠrience client Learn More About Autodesk Welcome to Autodesk! Amazing things are created every day with our software â 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 â itâs at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world. When youâre an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us! Benefits From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U. S. by visiting Salary transparency Salary is one part of Autodeskâs competitive compensation package. For U. S.-based roles, we expect a starting base salary between $95,000 and $169,400. Offers are based on the candidateâs experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package. Equal Employment Opportunity At Autodesk, weâre 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. Belonging We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: In-Person Onboarding and Identity Verification This role may require in-person onboarding and/or in-person ID verification. #J-18808-Ljbffr
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