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Job Requisition ID #
Position Overview听
As part of our 鈥�One Team 鈥� One Goal鈥� Operating Model, the POD (Point of Delivery) SME will be assigned 8-15 vendor employees and will be responsible to bring up and maintain their performance. POD SMEs will have end-to-end accountability for quality delivery of 100% closures by vendor agents. You will closely work with the Operations Manager of your POD group and get 1 SME, Team Lead and Quality Auditor from vendor assigned to closely collaborate with. You will oversee the POD specialists of your group, ensuring customers' and partners鈥� requests are actioned with care and understanding. You will provide day-to-day team support, mentoring, and fostering team success. There may be change in POD members due to attrition/movement or business needs.听
Reporting to a Client Services Manager, you will be attached to our Banglaore office, with a hybrid-remote work policy. 听Work Schedule: Monday to Friday, 9 hours, possible to work early/night shift听 POD SMEs ensure business continuity and work towards the following goals听fast resolution and great customer and partner experience, minimal escalations from end customer and partner, and first time resolution-Reduced volumes with lesser reopen and higher CSAT scores.
Responsibilities听
Support assigned vendor employees (POD specialists) in daily operations through constant support and coaching throughout the day听
Deliver morning and logout huddles听听
Execute chat shadowing case monitoring and listening to all call transcripts and provide coaching, live swarming and support听
Drive best-in-class case hygiene and case management for the team听
MRT & Backlog management of assigned POD group听
Deliver weekly performance data to stakeholders听
Grow relationships with management and collaborate as one team with Autodesk and vendor in India听
Effectively manage escalations of your POD group听
Communicate and collaborate effectively with your POD group and assigned Operations Manager, team lead, SME and quality lead听
Coach, share feedbacks and drive improvements in communication, KPIs, and case management for your POD group听
Deliver difficult messages effectively听
Lead engagement within your POD Team听
Collaborate effectively with the other POD SMEs in your GEO and globally听
Cover for another POD SME in backup as needed听
Support the business for EOQ and ensure your POD Group delivers flawlessly on any month-end and quarter-end activities听听
Document procedures and collaborate on best practices听
Improve LIO quality for language support
Be open and transparent and share ideas and challenges to further optimize the POD model听
Ensure high customer & partner satisfaction by ensuring accountability and fast responsiveness of your POD group and identifying trends for efficiency听
Analyze key metrics and initiate action plans to improve performance of your POD group听
Maintain good working relationships and communications with POD group, vendor, GCO management, internal stakeholders and external partners and customers听
Appreciate diverse culture and help us create greater synergies and innovations within our organization听
Champion our Autodesk's initiatives and inspire others towards its goals听
Speak your mind and contribute ideas听
Exemplify our Autodesk values
POD SME Support Targets: POD Support to achieve all Client Services KPIs听
Case Closure target : 10 cases, CSAT: 90%, FCR: 94%, CSCI: 92%, Live Support Adherence: 85%, timely Seismic Lesson completion: 85%听
Minimum Qualifications听
Fluent in English, and other APAC languages(Japanese, Korean, Chinese) an advantage 听听
Initiative to identify trends and lead corrective/preventative actions听
Digital fluency, using social media for communication听
Service-oriented mindset with a focus on customer experience听
To meet customer service performance measures听
Influence to engage others towards shared goals听
Flexibility to adjust schedule as per business needs听
Clear IDP and commitment to building and growing your career听
Preferred Qualifications听
Degree in Business, Supply Chain, Logistics Management, or equivalent听
Minimum 5 years of customer service experience听
Work experience in SAP sales order management, Siebel, and preferred.听
May require working on country bank holidays and take off on bank holidays in India instead听
Available to travel to India for several weeks a year according to business needs听
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About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software 鈥� 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 鈥� our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.
When you鈥檙e an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!
Salary transparency
Salary is one part of Autodesk鈥檚 competitive compensation package. Offers are based on the candidate鈥檚 experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.Sales Careers
Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here:
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We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here:
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