Customer Advocate, Design & Manufacturing, Customer Reliability

Autodesk, Inc.; Boston (MA); On-site; USD 95,000 - 169,000; Full time

Job summary

Autodesk, Inc. in Boston seeks a customer-focused professional to translate systemic customer pain into roadmap insight. You will build decision-ready reliability packages, connect customer signals to product priorities, and partner with Design & Manufacturing PMs and Engineering.

You will use data, case narratives, and AI-assisted tools to accelerate analysis, lead cross-functional work, and ensure prioritized issues move toward clear ownership, with in-person onboarding as needed.

Qualifications

• 5+ years in technical support, technical account management, customer advocacy, product insights, product operations, product management, or related roles.
• Strong hands-on knowledge of Autodesk Fusion, Autodesk Inventor, or comparable CAD/CAM software and complex workflows.
• Strong analytical judgment and pattern-recognition to synthesize data and recommend action.
• Experience developing business cases or problem narratives linking evidence to impact.
• Ability to structure and lead ambiguous cross-functional work and influence senior leaders.

Responsibilities

• Identify, validate, and prioritize systemic customer pain using multiple signals.
• Validate customer pain with customers, account teams, TACs, Support, and partners.
• Build decision-ready Reliability Packages with evidence and impact.
• Develop a point of view on solution paths including product or engineering changes and workflow improvements.
• Connect customer pain to Autodesk and Product priorities for investment decisions.
• Drive prioritized issues toward clear ownership and escalation when needed.
• Align people and ownership to keep priority issues moving forward.
• Collaborate with Design & Manufacturing PMs and Engineering to feed customer intelligence into roadmap and planning.
• Use data, analytics, and AI-assisted tools to accelerate signal identification and synthesize insights.
• Represent the voice of the customer through direct engagement and feedback channels.
• Translate decisions into scalable guidance for customer-facing teams and customers.

Skills

CAD software

Cross-functional leadership

Data analytics

Communication skills

Problem narratives

Stakeholder influence

Prioritization

AI-assisted tooling

Tools

Autodesk Fusion

Autodesk Inventor

Job description

Responsibilities

Identify, 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 impact.

Build 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 partners.

Build decision-ready Reliability Packages that combine customer evidence, quantitative data, business impact, and strategic context.

Develop a point of view on potential solution paths, including Product or Engineering changes, diagnostics, supportability improvements, workflow guidance, digital solutions, communications, or other approaches.

Connect 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 value.

Drive prioritized issues toward a clear decision and accountable owner, and escalated when ownership or alignment cannot be established.

Help bring structure to complex work by aligning the right people, making ownership clear, and keeping priority issues moving forward.

Build trusted relationships with Design & Manufacturing Product Management and Engineering teams and bring customer intelligence into roadmap, reliability, planning, and prioritization discussions.

Use 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 processes.

Represent the voice of the customer through direct engagement, advisory groups, support interactions, community signals, and other feedback channels.

Partner with Support Readiness to translate decisions, workarounds, Product changes, and resolved customer pain into scalable guidance for customer-facing teams and, where appropriate, customers.

Follow prioritized issues through the Reliability value chain and evaluate whether the resulting Product, supportability, or operational action reduced customer pain.

Use modern data, analytics, and AI-assisted tools to accelerate signal identification and synthesis while applying human judgment and product expertise to conclusions and recommendations.

Minimum Qualifications

• 5+ 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 discipline.
• Strong 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 issues.
• Strong analytical judgment and pattern‑recognition skills, with the ability to synthesize quantitative and qualitative information and make recommendations with incomplete or ambiguous data.
• Experience developing compelling business cases or problem narratives that connect evidence, customer impact, business impact, and recommended action.
• Demonstrated ability to independently structure and lead ambiguous, cross‑functional work, align stakeholders and dependencies, and influence Product Management, Engineering, and senior leaders without direct authority.
• Strong written and verbal communication skills, including the ability to simplify complex customer and technical problems for Product and executive audiences.
• Ability to prioritize a limited number of high‑impact issues and maintain focus in an environment with competing customer, Product, and organizational demands.
• Comfort using modern data, analytics, and AI‑assisted tools to investigate customer signals and develop an informed point of view.

Preferred Qualifications

• Experience working directly with Product Management and Engineering on product quality, reliability, defect prioritization, or roadmap decisions.
• Experience supporting strategic or enterprise Design & Manufacturing customers and understanding the technical and business context behind high‑impact customer issues.
• Broader familiarity with Design & Manufacturing workflows such as CAD, CAM, data management, collaboration, or manufacturing processes.
• Experience with customer advisory programs, Voice of Customer programs, systemic issue management, or problem‑management practices.
• Experience developing scalable approaches that reduce recurring customer issues or improve product and customer experience outcomes.

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work.

Salary Transparency

Salary is one part of Autodesk’s competitive compensation package.

For U.S.-based roles, we expect a starting base salary between $95,000 and $169,400. Offers are based on the candidate’s experience and geographic location, and may exceed this range.

Equal Employment Opportunity

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.

Belonging

We take pride in cultivating a culture of belonging where everyone can thrive.

In-Person Onboarding and Identity Verification

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