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Customer Advocate - AMER

Company: Autodesk Inc.
Location: Denver
Posted on: May 5, 2021

Job Description:

Job Requisition ID # 21WD46985 Position Overview In a company and organization obsessed with our customer's success, as a Customer Advocate, you will be playing a critical role at Autodesk. Advocating for Autodesk customers, your role will put you at the center of managing account level escalations in an effort to improve the experience for those accounts while identifying root causes that lead to systemic improvements for the betterment of the experience of all of our customers. With a strong support structure and numerous resources at your fingertips, you will ensure incoming escalations are driven to conclusion whether you are utilizing existing escalation paths or invoking cross-functional subject matter experts to remedy the situation. A Customer Advocate at Autodesk is an active listener with impeccable communication skills who is responsible for keeping customers informed throughout the entire process. Using program management skills, this individual's focus will bring order, structure, and focused management attention in order to address an account escalation. 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 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 regular customer communication for different levels of stakeholders, communicating accurate expectations to the customer and providing regular updates Driving escalations to conclusion Striving for improvement Creating and maintaining playbooks for recurring escalation types and customer segments Performing a root cause analysis for each escalation Documenting and reporting escalations Establishing and maintaining KPI's for successful escalation process measures Maintain reports on the current state of all escalations Working collaboratively with other Customer Advocates in different regions Minimum Qualifications Bachelor's degree 5+ years of experience in customer advocacy, customer/client service, customer support, customer success management Languages: Fluent English language skills required Skilled with Microsoft Office 365 (e.g., PowerPoint, Microsoft Excel, Power BI) Familiarity with collaboration platforms such as Zoom, Microsoft Teams, SharePoint, Salesforce Proven track record of building strong and collaborative relationships with development teams. You have a proven ability to influence through persuasion, negotiation, and consensus building. The Ideal Candidate 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 Click below to learn more about our benefits in the US. 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. Are you an existing contractor or consultant with Autodesk? Please search for open jobs and apply internally (not on this external site). If you have any questions or require support, contact Autodesk Careers.

Keywords: Autodesk Inc., Denver , Customer Advocate - AMER, Other , Denver, Colorado

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