Customer Advocate, Design & Manufacturing, Customer Reliability

autodesk; Boston (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

Autodesk is seeking an experienced Customer Advocate for Design & Manufacturing to identify systemic customer problems and translate signals into clear, measurable outcomes. You will synthesize product data, customer conversations, and support trends to guide where Autodesk should invest attention and drive action with cross-functional partners.

You will work with Product Management, Engineering, Technical Support, and Customer Success to build a strong case for changes that reduce customer pain

Qualifications

• 5+ years of experience in technical support, technical account management, customer advocacy, product insights, or related customer-facing roles.
• Strong hands-on knowledge of Autodesk Fusion, Inventor, or comparable CAD/CAM software and workflows.

Responsibilities

• Identify, validate, and prioritize systemic customer pain using data, conversations, escalations, telemetry, and other signals.
• Build understanding of Design & Manufacturing workflows and validate pain with customers and teams.
• Create decision-ready Reliability Packages with evidence, data, impact, and context.
• Develop viewpoints on solution paths including product or engineering changes, diagnostics, or guidance.
• Connect customer pain to Autodesk priorities to guide investment and value.
• Drive issues toward clear ownership and progression.
• Align stakeholders and keep priority issues moving forward.
• Build relationships with Product Management and Engineering to inform roadmaps and reliability.
• Use customer escalations as intelligence without replacing standard escalation processes.
• Represent the voice of the customer across advisory groups and support interactions.

Skills

Analytical thinking

Cross-functional collaboration

Communication

Problem solving

Tools

Autodesk Fusion

Autodesk Inventor

Job description

Job Requisition ID # 26WD100930

L'affichage de poste en français suivra / The French job posting follows.

26WD100930, Customer Advocate, Design & Manufacturing, Customer Reliability

Position overview

Autodesk 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.

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 elevate when ownership or alignment cannot be established
• Help bring structure to complex work by getting the right people aligned, 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, customer sentiment, 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 dema