Client Services Team Manager

Autodesk; Dublin; Ibrido; EUR 31.000 - 45.000; Tempo pieno

Descrizione del lavoro

Autodesk is seeking a Client Services Team Manager (M1) to lead a team of 8–10 in a hybrid Dublin or Barcelona office. You will supervise client and partner requests, mentor the team, and coordinate with regional and global groups to improve service delivery.

You’ll drive performance, conduct coaching, and manage escalations while ensuring high partner satisfaction across time zones.

Competenze

• Minimum 5 years of customer service experience
• Experience with SAP/Sales order management, Siebel and Salesforce.com is preferred
• Degree in Business, Supply Chain, Logistics Management, or equivalent

Mansioni

• Lead regular one-to-ones, team huddles, and meetings with direct reports
• Manage performance and coaching with development plans
• Drive KPI improvements and case management for the team
• Collaborate with EMEA and Global teams and vendors
• Handle escalations from customers and partners and communicate outcomes

Conoscenze

Fluent English

German

Spanish

French

Italian

Digital fluency

Customer service mindset

Time zone flexibility

Initiative

Career development

Formazione

Business/Logistics degree

Strumenti

SAP

Siebel

Salesforce

Descrizione del lavoro

Job Requisition ID #

26WD101743

Client Services Team Manager (M1)

Position Overview

As an M1 manager, you will own team lead responsibilities as well as manage a team of 8-10 direct reports. You will oversee the Client Services Specialist team, a vital part of Autodesk's support, ensuring customers' and partners' requests are actioned with care and understanding. Depending on business needs, you will be the regional manager of designated sales regions. You will provide day-to-day team support, mentoring, and fostering team success. Reporting to the EMEA GEO Client Services Manager, you will be attached to our Barcelona or Dublin office, with a hybrid-remote work policy.

Work Schedule: Monday to Friday, TBD

Responsibilities

• Execute regular one-to-ones, team huddles, and monthly/quarterly team meetings with your direct reports
• Performance management of direct reports including calibration and addressing performance issues with coaching and performance improvement plans
• Drive best-case hygiene and case management for the team
• Grow relationships with management and collaborate as one team, including vendors in India
• Support Sales regional support, including EOQ, escalation, DRB approval, etc.
• Manage escalations from internal/external stakeholders
• Communicate with your team, management, senior stakeholders, directors, customers, and partners
• Collaborate with our EMEA & Global Team managers, and managers, sharing feedback and driving improvements in communication, KPIs, and case management
• Deliver difficult messages effectively
• Be the point of contact for any projects assigned by management, with full accountability for driving and measuring ROI
• Exemplify our Autodesk values
• Lead engagement within your team and across our EMEA teams
• Cover for another Team Manager or managers as necessary and agreed upon
• Support the business for EOQ and provide constructive input into the plan
• Be a voice in CS Management team, sharing ideas or challenges seen by the wider CS team
• Ensure high partner satisfaction by responding to escalations promptly and identifying trends for efficiency
• Analyze key metrics and initiate action plans for resource optimization
• Establish scalable partnerships to provide global solutions
• Maintain good working relationships and communications with team members, vendors, and external partners
• Complete all month-end and quarter-end activities flawlessly
• Appreciate diverse cultures and help us create greater synergies and innovations within our organization
• Champion Autodesk's initiatives and inspire others towards its goals
• Identify opportunities to improve procedures and policies and collaborate on best practices
• Advocate for change and liaise with management on change communication
• Speak your mind and contribute ideas
• Work with the management to build employee engagement plans and drive employee engagement

Minimum Qualifications

• Fluent in English & other European Language (German, Spanish, French, Italian)
• Initiative to identify trends and lead corrective/preventative actions
• Digital fluency, using social media for communication
• Desire to grow within the company, aiming for future managerial positions
• Service-oriented mindset with a focus on customer experience
• To meet customer service performance measures
• Influence to engage others towards shared goals
• Flexibility to work in different global time zones
• Clear IDP and commitment to building and growing your career

Other Qualifications

• Degree in Business, Supply Chain, Logistics Management, or equivalent
• Minimum 5 years of customer service experience
• Work experience in SAP sales order management, Siebel, and Salesforce.com preferred.

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software - 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 - it's 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 you're 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!

Salary transparency

Salary is one part of Autodesk's competitive compensation package. For Spain based roles, we expect a starting base salary between 31,000 EUR and 45,100 EUR Annual. Offers are based on the candidate's 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.

Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.