Sr. Customer Advocate - AECO, Customer Reliability

Autodesk Inc.; United States; On-site; USD 95,000 - 169,000; Full time

Job summary

Autodesk Inc. is seeking a Sr. Customer Advocate, AECO to identify systemic customer problems, shape action, and influence decisions that improve customer and product outcomes at scale.

The role will focus initially on Construction while working across the broad AECO portfolio. You will collaborate with Product, Engineering, Technical Support, and other teams to listen, validate issues, synthesize evidence, and drive cross-functional changes that reduce pain and improve productivity across

Qualifications

• 7+ years of experience leading complex, cross-functional initiatives in customer, technology, product, program, or business environments.
• Strong analytical judgment and pattern-recognition skills, with the ability to synthesize quantitative and qualitative evidence and develop an informed point of view with incomplete or ambiguous data
• Demonstrated ability to influence senior leaders and cross-functional teams without direct authority and navigate complex organizations
• Strong written, verbal, and visual storytelling skills, including the ability to simplify complex problems for Product and executive audiences
• Ability to prioritize a limited number of high-impact issues and maintain focus in a demanding environment
• Comfort working with data, analytics, and AI-assisted tools to investigate signals and inform decisions
• Ability to build product/technical context to work across a broad portfolio
• Collaborative, low-ego leadership style with curiosity and cross-boundary problem-solving

Responsibilities

• Establish and maintain a structured listening approach across AECO customers to identify and prioritize systemic pain early.
• Build understanding of AECO workflows with an initial emphasis on Construction and develop context to investigate issues across a broad portfolio.
• Engage customers and internal teams to validate issues, test assumptions, and deepen understanding.
• Synthesize qualitative and quantitative evidence into a clear case for action with problem, scale, impact, and next steps.
• Connect patterns across issues, products, and workflows to inform priorities.
• Bring structure to cross-functional issues and drive change with clear ownership and dependencies.
• Influence Product and Engineering by linking customer pain to Autodesk priorities.
• Partner with readiness teams to turn decisions into scalable actions and improved supportability.
• Follow prioritized issues through to closure and measure impact on pain, productivity, or readiness.

Skills

Cross-functional leadership

Analytical judgment

Influence senior leaders

Storytelling

Prioritize high-impact issues

Data-driven decision making

Product/engineering context

Job description

Job Requisition ID #

26WD100920

Position Overview

Autodesk Customer Technical Success is looking for an experienced Sr. Customer Advocate, AECO to identify the systemic customer problems that matter most, shape the case for action, and influence decisions that improve customer and product outcomes at scale.

This role will have a strong initial focus on Construction, while operating across a broad and evolving AECO portfolio. The Sr. Customer Advocate, AECO brings together customer advocacy, product intelligence, program leadership, and data-driven decision making to understand what is really happening, determine where Customer Reliability should invest attention, and drive complex issues toward action and measurable outcomes.

A key part of the role is helping establish a more structured listening approach across AECO so we can surface patterns earlier, understand where issues may scale, and avoid relying only on what is escalated to us. You will also help shape how Customer Reliability works across AECO, including how we listen, prioritize, build evidence, engage stakeholders, and measure impact.

You will work closely with Product, Engineering, Technical Support, Technical Account Management, Product & Support Readiness, Customer Success, and other teams across Autodesk.

Responsibilities

• Establish and maintain a structured listening approach across key AECO customer, Support, field, Product, sentiment, and data signals to identify, validate, and prioritize systemic customer pain early

• Build a strong understanding of AECO customer workflows and business challenges, with an initial emphasis on Construction, and quickly develop the product and technical context needed to investigate issues across a broad portfolio

• Engage customers, customer-facing teams, and internal partners to validate issues, test assumptions, and deepen understanding, using both structured and informal listening mechanisms

• Synthesize qualitative and quantitative evidence into a clear case for action, including the customer problem, scale, impact, strategic relevance, unknowns, and recommended next steps

• Connect patterns across systemic issues, products, and workflows to build a broader portfolio view of customer pain and help shape priorities

• Bring structure to complex, cross-functional issues and drive change, aligning stakeholders and ownership, managing dependencies, clarifying decision paths, and keeping work moving toward a clear outcome

• Influence Product, Engineering, and other senior partners by bringing an evidence-based point of view and connecting customer pain to broader Autodesk and AECO priorities

• Partner with Product & Support Readiness and other teams to turn decisions and resolved issues into scalable action, including guidance, communication, supportability improvements, or other customer-facing outcomes

• Follow prioritized issues through to closure and measure impact, including whether resulting actions reduced customer pain and improved productivity, sentiment, or technical readiness

Minimum Qualifications

• 7+ years of experience leading complex, cross-functional initiatives in customer, technology, product, program, or business environments, with demonstrated program leadership skills and a track record of bringing structure to ambiguity and driving work through to meaningful outcomes

• Strong analytical judgment and pattern-recognition skills, with the ability to synthesize quantitative and qualitative evidence and develop an informed point of view with incomplete or ambiguous data

• Demonstrated ability to influence senior leaders and cross-functional teams without direct authority and navigate complex organizations where ownership and decision-making are distributed

• Strong written, verbal, and visual storytelling skills, including the ability to simplify complex customer, technical, and data-driven 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 working with data, analytics, and AI-assisted tools to investigate signals, test assumptions, ask deeper questions, and inform decisions

• Ability to quickly build enough product and technical context to work effectively across a broad and evolving portfolio

• Brings a collaborative, low-ego leadership style, strong curiosity, and a willingness to work across boundaries to solve complex customer problems

Preferred Qualifications

• Experience in or supporting the AECO industry, particularly Construction, with familiarity across customer workflows and technology areas such as project management, collaboration, document and data management, field execution, cost, or construction administration

• Experience partnering with Product Management and Engineering on product quality, reliability, adoption, customer experience, or roadmap decisions

• Experience supporting strategic or enterprise customers and understanding the technical and business context behind high-impact customer issues

• Experience with Voice of Customer, structured listening programs, customer-facing work, systemic issue management, or problem-management practices

• Familiarity with Autodesk AECO products or comparable professional design, engineering, construction, or collaboration technology

• Experience developing scalable approaches that reduce recurring customer issues, improve product or supportability outcomes, or drive measurable customer impact

Learn More

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!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

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. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

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. 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.