Job Description

    Europe, Middle East and Africa-Ireland-Leinster-Dublin

 
Client Services Manager
Location: Dublin- Ireland
Job ID: 20WD40253

Position Overview
This position will report into a Senior Manager / Director of Client Services in EMEA.  In this position you will have 8 direct reports plus. You will work in a fast-paced contact center environment managing inbound support volume across different modalities in both a B2B and B2C environment. Work Schedule: Monday to Friday 11AM – 7.30PM.  Flexibility around overtime required in this role including weekend work.

Responsibilities
  • Work with peer manages on a local and global level to manage incoming case volume and closure across modalities, chat, phone and web cases
  • Capacity Management - Plan headcount across all workstreams and modalities - This also includes vacation planning, public holiday coverage and monitoring of absenteeism
  • Manage interviewing and hiring of employees
  • Ensure everyone demonstrates the Autodesk Code of Conduct and professional work ethics (attendance, time keeping, behavior) and manage any concerns in real time
  • Monitor your direct reports in terms of KPI performance (e.g. case closure, CSAT, FTR and TTR goals, e-learning completion, etc.)
  • Support direct reports in realizing their Individual development goals.  Have a biweekly 1-1 with your employee to provide feedback on performance
  • Mentor your team and support them regarding their personal growth and development. Foster a self-driven approach of each individual and empower them to drive their own career and development
  • Deliver on assigned projects
  • Work with peers across the globe in terms of agreeing success criteria and implementation plans
  • Ensure Autodesk channel partners are maximizing self-service opportunity
  • Be an ambassador for driving employee engagement and team spirit
  • Be an ambassador for the Autodesk Culture, leading the way in living all Autodesk values and Ways we work daily
  • Ensure your direct reports are aware of corporate and functional goal progress and how they contribute to these goals
  • Ensures team compliance with company standards (Example: SOX)
  • Ensures flawless execution of team’s month-end and quarter-end activities. Plan capacity effectively around this
  • Collaborate effectively with Managers in all geos. Global team player mentality
  • Initiates, organizes and manages global meetings as required by business or organizational needs
  • Effectively network and communicate with global internal stakeholder
  • Represent Operations on projects including operational readiness
  • Demonstrates appreciation of working with diverse cultures
  • Supports the creation of greater synergies and innovations within the organization
  • Analyzes key metrics. Develop actions plans to improve. Work as required with cross functional teams to influence and make progress on these
  • Be Self driven and aware of Industry standards
  • Develop and implement strategies to keep and stay ahead of industry trends

Minimum Qualifications
  • Degree in Business, Computer Science, Business Management
Work Experience:
  • 3-years plus people management experience leading and developing teams in a multi culture environment
  • 1-2 years working with Sales Force and SAP systems ..Knowledge on how to run and build dashboards in Salesforce
  • 1-2 years’ experience working in a global business environment and familiar with follow the sun concept and interaction
  • 1-2 years’ experience working in a global business environment within the tech sector preferably software
  • 1-2-years’ experience working with cross functional teams within a global business environment
Languages:
  • English
  • Other European languages a plus

The Ideal Candidate
  • Self-managed
  • Confident in managing up and down
  • See the bigger picture in terms of their decision making
  • The candidate must be capable and willing to represent / lead and drive global projects and be self-driven
  • Strong people management skills and have good networking and interpersonal skills
  • Have good business analysis skills
  • Strong in metrics and reporting and holding personnel accountable including yourself
  • Team player
  • Support and appreciate others’ points of view
  • Address any differences openly and in real time, apply mature directness
  • Able and comfortable to work with ambiguity

About Autodesk
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It’s disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Our software is used by everyone - from design professionals, engineers and architects to digital artists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.
 
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