Design & Manufacturing Customer Reliability Lead

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

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.