Customer Advocate, Design & Manufacturing, Customer Reliability

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 escalate 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 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 ---------------------------------------------------------------------------------------------------------------------------- 26WD100930, Chargé de la défense des intérêts des clients, Conception et fabrication, Fiabilité client Aperçu du Poste L'équipe « Customer Technical Success » d'Autodesk recherche un chargé de la relation client expérimenté dans le domaine de la conception et de la fabrication, capable d'identifier les problèmes systémiques les plus importants rencontrés par les clients et de transformer ces signaux en décisions claires et en résultats mesurables. Le chargé de la défense des intérêts des clients combine dans une seule fonction des compétences en matière de défense des intérêts des clients et d’analyse des produits. Vous associez votre connaissance des produits et des flux de travail de Design & Manufacturing aux échanges avec les clients, aux tendances en matière d’assistance, aux escalades, aux données produit, au sentiment des clients et au contexte commercial afin de comprendre ce qui se passe réellement, de déterminer les domaines sur lesquels Autodesk doit concentrer son attention et d’élaborer un argumentaire clair en faveur d’une action. Votre valeur réside dans la capacité à appliquer votre expertise technique et votre jugement aux signaux émis par les clients, à développer un point de vue, à le valider auprès des clients et des partenaires internes, et à orienter les problèmes systémiques vers une voie claire menant à une solution. Vous travaillerez en étroite collaboration avec la gestion des produits, l’ingénierie, le support technique, la gestion technique des comptes, la préparation du support, la réussite client et d’autres équipes au sein d’Autodesk. Responsabilités Identifier, valider et hiérarchiser les difficultés systémiques des clients à l’aide des données du support, des échanges avec les clients, des escalades, de la télémétrie, du sentiment et d’autres signaux, en distinguant les incidents isolés des problèmes ayant un impact plus large ou croissant Acquérir une compréhension claire des flux de travail des clients du secteur de la conc