Customer Advocate, Design & Manufacturing, Customer Reliability

• 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
• At least 5 years of experience in technical support, technical account management, customer advocacy, product analysis, product operations, product management, or any other related customer-facing or product-facing discipline
• Strong practical knowledge of Autodesk Fusion, Autodesk Inventor, or comparable professional CAD/CAM software, with the ability to understand complex design and manufacturing workflows, product behavior, and technical issues encountered by customers
• Strong analytical and pattern-recognition skills, with the ability to synthesize quantitative and qualitative information and formulate recommendations from incomplete or ambiguous data
• Experience developing compelling business cases or problem narratives linking evidence, customer impact, business impact, and recommended actions
• Proven ability to independently structure and lead cross-functional and ambiguous missions, coordinate stakeholders and interdependencies, and influence Product Management, Engineering, and senior leadership without direct hierarchical authority
• Strong written and verbal communication skills, including the ability to simplify complex technical and customer problems for product teams and executives
• Ability to prioritize a limited number of high-impact issues and remain focused in an environment where customer, product, and organizational demands intersect
• Comfort with using modern data, analytics, and artificial intelligence tools to study customer signals and develop an informed point of view

• 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

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26WD100930, Chargé de la défense des intérêts des clients, Conception et fabrication, Fiabilité client

• Experience collaborating directly with Product Management and Engineering on product quality, reliability, defect prioritization, or roadmap decisions
• Experience supporting strategic or enterprise customers in the Design & Manufacturing space, and understanding the technical and business context underlying high-impact customer issues
• General knowledge of Design & Manufacturing related workflows, such as CAD, CAM, data management, collaboration, or manufacturing processes
• Experience with customer advisory programs, "Voice of the Customer" programs, systemic issue management, or problem management practices
• Experience developing scalable approaches to reduce recurring customer issues or improve product and customer experience outcomes

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 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.

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.

Autodesk's "Customer Technical Success" team is looking for an experienced Customer Advocate in the Design & Manufacturing space, capable of identifying the most significant systemic issues encountered by customers and transforming these signals into clear decisions and measurable results.

The Customer Advocate combines customer advocacy and product analysis skills into a single role. You will combine your knowledge of Design & Manufacturing products and workflows with customer interactions, support trends, escalations, product data, customer sentiment, and business context to understand what is truly happening, determine where Autodesk should focus its attention, and build a clear case for action.

Your value lies in the ability to apply your technical expertise and judgment to customer signals, develop a point of view, validate it with customers and internal partners, and steer systemic issues toward a clear path to a solution. You will work closely with Product Management, Engineering, Technical Support, Technical Account Management, Support Readiness, Customer Success, and other teams within Autodesk.

• 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
• Identify, validate, and prioritize systemic customer difficulties using support data, customer interactions, escalations, telemetry, sentiment, and other signals, distinguishing isolated incidents from issues with a broader or growing impact
• Gain a clear understanding of Design & Manufacturing customer workflows and validate customer difficulties directly with them, account teams, Technical Account Managers, support specialists, and other relevant partners
• Develop reliability packages ready to serve as a decision-making basis, combining customer testimonials, 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 advice, digital solutions, communication, or other approaches
• Connect systemic customer difficulties to Autodesk and Product strategic priorities so that teams can make informed decisions about investment areas likely to create the greatest value for customers and the company
• Drive priority issues toward a clear decision and the designation of an owner, and escalate them when ownership or alignment cannot be established
• Help structure complex tasks by aligning the right people, clarifying responsibilities, and ensuring the progress of priority issues
• Build trusting relationships with Design & Manufacturing product management and engineering teams, and integrate customer insights into discussions regarding roadmap, reliability, planning, and priority setting
• Use strategic customer escalations as an information source when they highlight a systemic risk, significant customer impact, or issues likely to escalate, 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
• Collaborate with the support "Readiness" team to translate decisions, workarounds, product changes, and resolved customer issues into scalable guidance for customer-facing teams and, where appropriate, customers themselves
• Follow priority issues through the reliability value chain and evaluate whether the resulting product, supportability, or operational actions have reduced customer difficulties
• 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

This role may require in-person onboarding and/or in-person ID verification.

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

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