Customer Support Manager
Americas-United States of America-California-San Francisco
Autodesk has fully reimagined the construction business for the digital age, enabling companies to address the most important challenges they face today while preparing for new ways of working in the future. The Autodesk Construction Solutions (ACS) portfolio connects the office, trailer and field so customers can move seamlessly through each phase of a building’s lifecycle — from design and preconstruction to construction, turnover and operations — with best-in-class solutions that include Assemble Systems, BIM 360, BuildingConnected and PlanGrid. General contractors, subcontractors, and owners around the world rely on ACS to win more work, enhance collaboration, speed decision-making, reduce risk, and improve overall project outcomes.
PlanGrid’s mobile-first solutions empower general contractors, subcontractors, owners and architects to provide fast, accurate information to the field. With unparalleled adoption by field workers, PlanGrid is used on projects as the single source of truth for all construction data — including drawings, photos, and other critical documents. As a result, critical workflows are streamlined, efficiency is improved and field teams can take on more work and get more done. PlanGrid is used on more 1.5 million construction projects in 100+ countries.
About the team:
PlanGrid Customer Support aims to empower our customer base, increase adoption rates, and drive user retention through fast, efficient, effective, and accessible technical and non-technical customer service. The Customer Support Department encompasses three distinct teams: Tier 1 Front-Line Support, Tier 2 Technical Support, and Tier 3 Premium (or Named) Support. Our Customer Support team not only provides front-line service to our users, but also works across multiple internal organizations in order to better provide for the entire customer experience. This includes: pairing with our Design & Product organizations to share intel on our customers while also amplifying the customer voice during product development; training new developers on our crisis management protocols; overseeing the management of our customer escalation processes.
The Customer Support Manager is responsible for leading a primarily distributed team of customer service professionals spread across two continents. PlanGrid Customer Support prides itself on being a professional, efficient, and consistently effective team which is always focused on the needs of our customers. This role has a wide scope, but is expected to focus and deliver in the following areas:
Leadership- you will be responsible for motivating all team members to join the team’s vision and strategy. This can include:
Translating company level initiatives into team level initiatives
Getting team buy in to changes, whether on a departmental, organizational, or company level
Setting the culture, tone, and expectations for team conduct. Diversity & inclusion are paramount to the success of this team, and as such, the Director must be able to exemplify and enforce those.
Act as mentor for agents, make sure they have all the tools to succeed in their position.
Searching and hiring amazing new Support Heros that will have a positive impact on the team.
Advocacy- you will be required to be the voice and (often times) the face of all of your customers, both internal and external. This can include:
Representing the interests of all Support team members at organizational and company levels, including when discussing new processes or policies
Representing the needs and wants of all customers, understanding that the Support team is closest to our customers in their actual work environment, and as such has valuable insight and information into customer needs, behavior, and pain points
Working closely product leadership to negotiate, changes to features or feature release timelines, fixes to address critical issues, or other work that will greatly benefit PlanGrid’s customers
Communication- you will be a primary driver or key stakeholder in a significant number of communication streams. A few examples include:
Drive team communications
Updates to policies or procedures
Communicate and organize new features introduction to support regarding and not limited to demos, training, and make sure agents fully understand it.
Participate heavily in and frequently drive customer/internal facing company messaging including:
Drive Crisis Response efforts- Customer comms, internal comms, engineering comms
Multitasking- you will be required to maintain multiple spinning plates in the air, such as-
Driving ongoing projects yourself, which may include:
Team efforts to maintain and improve SLA
Continuous process improvements in the Support operation
Overseeing the Support Operation
Being the only manager available in the early hours you will be in charge of taking care of any issues that come during that time
You are incredibly passionate about the customer experience. Our customers work in high stakes situations and need top notch service to be successful. You are committed to continual improvement of processes, training programs, team skills, resources, etc, in order to continue to provide best-in-class service.
You are dedicated to building your people and building your team. The service is only as good as the people who provide it, and that makes your agents and team members your number one customer.
You are level headed and have a high tolerance for pain. From time to time, as Customer Support Manager, you will be required to manage escalated service incidents with real customer impact, while also balancing the needs of your front line agents as they continue to provide best in class service during service disruptions.
You are a ruthless prioritizer. You know what is important and how to pick your battles, ensuring your work always has the greatest customer impact possible.
You are an avid negotiator. PlanGrid Support does not work within a vacuum- you will frequently be required to have new process or procedure updates cleared by other teams, and will often need to negotiate tricky situations in order to ensure all parties can continue to best serve the customer.
[Internal] 2+ years of Customer Support experience, preferably in a leadership level.
Proven track record of success with coaching successful teams, and handling customer escalations
Thorough understanding of common crisis management.
Surface understanding of software development processes and product life-cycles
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.
To all recruitment agencies: Autodesk does not accept unsolicited headhunter and agency resumes. Autodesk will not pay fees to any third-party agency or company that does not have a signed agreement with Autodesk, Inc.