Autodesk
Position Overview
Client Services Manager
Responsible for providing superior support in all aspects of purchasing products, including all eCommerce support, pre-order entry qualifications, order-entry, and post-order entry inquiries and support for Autodesk’s products, subscriptions and renewals.
Owns all interactions, customer service, relationship management with region-specific stakeholders such as End-Users, Channel Partners, Autodesk internal functions such as Sales, Subscription, Legal, Tax and Finance to provide a variety of pre and post-sales services.
Responsible for providing direction, coaching, and development of Client Services teams. Serve as the main escalation point for all issues related to order entry, inquiries and customer satisfaction. Monitors team performance and ensures that all SLAs and performance metrics are met. This role reports to Head, Client Services APAC
Responsibilities
• Ensure that customer inquiry are responded in a timely manner through emails, chat, and phone within the agreed global and regional SLAs
• Ensure that all orders are entered into the appropriate order management systems in accordance with processes, policies and approval matrixes, within the agreed global and regional SLAs
• Ensure that all Investigations regarding orders, shipments, verifications, registration, and complaints are handled appropriately. Ensure that issues are escalated to the appropriate authorities and seek closure in a timely manner
• Ensure a high level of customer satisfaction by fairly resolving escalated issues and take appropriate corrective action. Builds and maintains customer relationships specific to regions
• Acts as the key Client Services Operations escalation point for order management teams, end-users, channel partners and Autodesk’s internal functions for all matters related to the assigned region(s)
• Works closely with regional/local sales office to understand sales forecasting and ensure that inventory levels are appropriate to fulfill orders
• Provide other services or perform activities specific to the assigned region(s)
• Develop initiatives and work closely with Autodesk eCommerce, Sales Teams and Channel
• Schedule and perform Quarterly Business Reviews onsite with Channel Partners to review and drive operations improvement plans
• Participate in all new business models planning with other functional teams to ensure that the models meet Operations’ processes, systems, and policies requirements
• Participate actively as an integrated member of the Client Services APAC Leadership Team by providing regular updates and recommendations to management
• Work closely with other operations Managers to discover best practices and drive global consistency
• Perform all people management duties including recruitment, staff development, team building, and performance reviews
• Monitors team performance and takes appropriate corrective action. Monitors team capacity and optimally distribute the workload. Manage absence requests and ensure that proper coverage is in place
• Defines and builds processes with other Client Services Managers as well as “touch points” with other teams within the company. Ensures that employees are trained and executing on defined and agreed processes
• Participate in all other projects and initiatives as determined by Head, Client Services APAC
Minimum Qualifications
• Minimum 5 years of equivalent work experience is required
• Should demonstrate exceptional customer service or client services experience
• Experience from the Software industry or IT Service industry is preferred
• Must be able to manage & develop a diverse team within the APAC region
• Must have experience managing China /Taiwan markets
• Proficiency in English & Fluency in Chinese – written and spoken (business) is required