Sr. Manager, Customer Reliability - AECO

• Job Requisition ID #
• 26WD97552
• Senior Manager, Customer Reliability - AECO
• About the Role
• We are seeking a
• Senior Manager of Customer Reliability for the Architecture, Engineering, Construction, and Operations (AECO) industry
• to lead a critical function within our Proactive Support organization. This leader will be responsible for
• transforming customer experience into systemic product and service improvements
• , ensuring that recurring customer pain points are identified, understood, and eliminated at scale. This role sits at the intersection of
• Customer, Product, and Engineering
• , and plays a key part in improving product reliability, reducing support demand, and strengthening customer trust.
• Mission
• Turn AECO customer experience into measurable product improvement—eliminating repeat friction, improving readiness, and strengthening customer trust at scale.
• Key Responsibilities
• 1. Drive Repeat Issue Elimination
• + Identify and prioritize the
• top recurring customer pain points
• across AECO products and workflows + Lead initiatives to
• reduce or eliminate repeat cases
• through product, process, and enablement improvements + Establish and track
• eradication plans
• for high-impact friction areas
• 2. Product Insights & Root Cause Analysis
• + Synthesize insights from
• support data, telemetry, TAM input, and customer feedback
• + Perform
• root cause trend analysis
• to identify systemic issues + Translate data into clear, actionable insights for Product and Engineering teams
• 3. Product & Experience Advocacy
• + Serve as a trusted advocate for AECO customers within Product and Engineering organizations + Influence
• product prioritization and roadmap decisions
• through credible, data-driven insights + Partner with Product leadership to ensure
• supportability, reliability, and usability
• are built into the product experience
• 4. Pre-Release Readiness & Supportability
• + Partner with Product teams to ensure
• pre-release readiness
• for AECO solutions + Identify potential
• field risks, support gaps, and enablement needs
• before launch + Ensure field teams and customers are prepared through
• clear guidance and readiness materials
• 5. Strengthen Closed-Loop Feedback
• + Establish and improve the
• closed-loop process from customer issue → root cause → product improvement → enablement
• + Ensure insights lead to
• measurable outcomes
• , not just reporting + Improve visibility and accountability for
• product improvements driven by customer experience
• 6. Lead a High-Impact, Multi-Disciplinary Team
• + Lead and develop a team of: +
• Customer Advocates
• + •Product Insights Specialists•+ •Technical Enablement Specialists•+ Build a culture of •curiosity, accountability, and continuous improvement•+ Align team priorities to the most impactful customer and product outcomes •Key Outcomes & Success Metrics•+ Reduction or elimination of •repeat cases on solved issues•+ Measurable •customer time savings and reduced effort•+ Improved •customer trust and advocacy (CSAT/NPS)•+ Increased number and impact of •product or experience improvements driven by Customer Reliability•+ Stronger •closed-loop feedback and field readiness•across AECO •What We're Looking For•Industry Expertise & Credibility•+ Deep understanding of the •AECO industry•, customer workflows, and challenges + Proven ability to engage and influence •senior Product and Engineering leaders•+ Strong understanding of how customers use Autodesk solutions in real-world environments •Leadership & Influence•+ Experience leading •cross-functional teams•and driving outcomes without direct authority + Ability to build trust and alignment across •Support, Product, and Customer Success•+ Strong coaching and team development skills •Analytical & Strategic Thinking•+ Ability to synthesize large, complex datasets into •clear insights and priorities•+ Strong problem-solving and root cause analysis skills + Experience turning insights into •actionable improvement plans•Communication & Storytelling•+ Exceptional ability to •tell a compelling story with data•+ Able to translate customer experience into •clear, executive-level narratives•+ Comfortable presenting to and influencing •senior leadership•Mindset & Traits•+ •Customer-first•mindset with strong empathy for user experience + •Courageous•in challenging assumptions and advocating for change + •Collaborative•and able to build strong cross-team partnerships + •Results-driven•, focused on measurable impact over activity •Why This Role Matters•This role is central to our transformation from a reactive support model to a •Proactive Support organization•.

By connecting customer experience directly to product improvement, this leader will help ensure that: + Issues are not just resolved—but

• eliminated
• + Products continuously improve based on real-world usage + Customers experience
• reliable, predictable outcomes at scale
• Minimum Qualifications
• + •8+ years of experience•in Customer Success, Technical Support, Product Management, Engineering, or a related field + •3+ years of people leadership experience•, including managing cross-functional or technical teams + Experience with •Autodesk AECO products or ecosystem•+ Background in •architecture, engineering, construction, or operations environments•+ Demonstrated experience working with or supporting •AECO industry customers, workflows, or solutions•+ Proven ability to translate •customer insights and data into actionable product or process improvements•+ Experience partnering with or working in •Product and Engineering teams•+ Strong analytical skills with the ability to interpret •complex technical or operational data•+ Excellent communication and storytelling skills, with experience presenting to •senior stakeholders•Learn More•About Autodesk•Welcome to Autodesk!

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