Manager, Product Support

📋 Description

• Own triage and cross-regional handoffs, using firsthand case review and clear risk criteria to
• Build EMEA onboarding and self-paced training that enable new hires to make progress independently
• Step into CSM and escalation conversations with enterprise customers, set expectations early, and
• Analyze case trends and DSAT to identify recurring customer problems. Bring clear evidence and
• Use regular coaching and operating reviews to assess individual performance, development, retention
• Plan regional coverage and balance queue demand, strategic-account commitments, coaching and

🎯 Requirements

• Technical credibility: Enough depth to triage cases, coach, and make sound decisions, and to know
• People leadership: Substantial experience managing experienced technical specialists in complex B2B
• Accountability: Set clear expectations, address performance concerns promptly and fairly, and stay
• Independent judgment: Turn ambiguity into clear priorities and practical recommendations. Decide
• Process ownership: Spot the gap, build the fix, secure adoption, and check it improved the team’s
• Trust and influence: Earn credibility with veteran specialists and new hires, invite disagreement

🎁 Benefits

• Base pay is one part of the package. Depending on the role, compensation may also include
• Benefits differ by country. For roles in the United States, Autodesk’s benefits are described at
• Belonging: We take pride in a culture where everyone can thrive.