About this opportunity
Autodesk lists this Customer Advocate, Design & Manufacturing, Customer Reliability opportunity in boston, Massachusetts. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Customer AdvocateAutodesk 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.ResponsibilitiesIdentify, 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 impactBuild 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 partnersBuild decision-ready Reliability Packages that combine customer evidence, quantitative data, business impact, and strategic contextDevelop a point of view on potential solution paths, including Product or Engineering changes, diagnostics, supportability improvements, workflow guidance, digital solutions, communications, or other approachesConnect 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 valueDrive prioritized issues toward a clear decision and accountable owner, and escalate when ownership or alignment cannot be establishedHelp bring structure to complex work by getting the right people aligned, making ownership clear, and keeping priority issues moving forwardBuild trusted relationships with Design & Manufacturing Product Management and Engineering teams and bring customer intelligence into roadmap, reliability, planning, and prioritization discussionsUse 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 processesRepresent the voice of the customer through direct engagement, advisory groups, support interactions, customer sentiment, community signals, and other feedback channelsPartner with Support Readiness to translate decisions, workarounds, Product changes, and resolved customer pain into scalable guidance for customer-facing teams and, where appropriate, customersFollow prioritized issues through the Reliability value chain and evaluate whether the resulting Product, supportability, or operational action reduced customer painUse modern data, analytics, and AI-assisted tools to accelerate signal identification and synthesis while applying human judgment and product expertise to conclusions and recommendationsMinimum Qualifications5+ 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 disciplineStrong 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 issuesStrong analytical judgment and pattern-recognition skills, with the ability to synthesize quantitative and qualitative information and make recommendations with incomplete or ambiguous dataExperience developing compelling business cases or problem narratives that connect evidence, customer impact, business impact, and recommended actionDemonstrated ability to independently structure and lead ambiguous, cross-functional work, align stakeholders and dependencies, and influence Product Management, Engineering, and senior leaders without direct authorityStrong written and verbal communication skills, including the ability to simplify complex customer and technical problems for Product and executive audiencesAbility to prioritize a limited number of high-impact issues and maintain focus in an environment with competing customer, Product, and organizational demandsComfort using modern data, analytics, and AI-assisted tools to investigate customer signals and develop an informed point of view
Worksite address
boston, MA, 02108, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.