Autodesk Technical Support Vendor Manager in San Francisco, California
Job Requisition ID #
As a member of the Customer Success Organization, the Vendor Manager is the key to ensuring smooth collaboration between Autodesk and its outsource vendors providing support. This role is accountable for operational oversight, issue resolution, analysis of vendors’ adherence to agreed-upon service levels, ongoing proactive improvement of the technical support strategy, and contract management.
Our ideal candidate is energetic, tech savvy and customer-focused with excellent communication skills. They can look past symptoms to determine root cause, make sense of sometimes complex data and use insights from it to make timely decisions on problems/issues requiring immediate attention, and take responsibility for the performance of the outsource vendors they manage.
Accountable for daily oversight, management and support of multiple vendors including:
Monitor workforce scheduling to ensure that it is consistent with businessneedand transaction volumes; resolve gaps through proactive communication with vendors and the business
Effectively translate strategic plans into workforce requirements for vendor services
Perform capacity planning reviews with specific focus on providing guidance to the vendors as to the required staffing levels based on seasonality,changing demandpatterns, and other factors.
Flag overages and additional budget asks well in advance.
Quality Control &Issue Resolution
Detect and proactively resolve issues. Where necessary, collaborate and escalate to other parts of the organization, perform post-mortem reviews and drive improvements to mitigate future operational issues.
Lead the process to determine root cause for performance gaps and define remediation plan to address issues in the short-term and long-term
Develop and implement action planswhen needed, including relevant business stakeholders when required
Evaluate services to continually drive excellent quality customer experience
Identify opportunities to differentiate our customer experiences from the competition
Possess process and functional knowledge and authority to accurately address majority of process and functional questions from vendor supervisors / managers
Analyze performance data to perform needs assessment for training, staffing, and process change and manage delivery of specific onboarding and training.
Ensure all vendorsare in compliance withkey contractual components; escalate and implement remediation plans as necessary to address gaps.
Manage contractual purchase orders, invoicing and payments.
Regularly review vendor commitments to ensurealignment withcurrent strategies employed by Autodesk’s Global Product Support organization
Create and manage vendor management policies and procedures. Ensure vendor compliance with Autodesk’s documented policies and procedures
Key stakeholder in vendor management lifecycle including sourcing, contracting, on-boarding, participating in negotiations, issue management, to off-boarding
Work with Business, Strategic Sourcing, Procurement, and Security teams on processes, technical vendor evaluations, security assessments, and other projects as needed
Responsible for contract management including compliance, oversight, and adherence to change control procedures. Monitor and ensure contract renewals are planned and executed well in advance of expiry
Monitorvendor performance, financial status, SLAs, and KPIs. Drive and facilitate any disputes between business and supplier to resolution.
Set up regular check-ins with vendor account managers, facilitate regular conversations between the business unit/stakeholders and vendor operations teams
Plan and conduct regular business reviews and executive meetings at a cadence agreed with the business unit/stakeholder
Accountable for all reporting and proactively recommends process improvements of the vendors in scope including:
Provide ongoing cost/benefit analyses of work handled by the Outsource Vendor and propose recommendations
Collaborate and partner with internal Autodesk team members to develop and continually refine performance standards including KPIs and SLAs.
Monitor KPIs and SLAs. Where performance is non-compliant, work with vendors to identify root cause and improve performance. Where performance exceeds established levels explore opportunities for further opportunities for improvements. Escalate non-compliance as appropriate.
Provide daily, weekly, monthly, and quarterlyreporting to theGlobal ProductSupport management team, includingidentification ofrisks and issues,ongoingremediation plans, etc.
Identify process improvement opportunities that enhance efficiency and customer satisfaction.
Participate and present in Autodesk and vendor Quarterly Business Reviews as appropriate.
Uses the ability to analyze, gather insights and make recommendations from operational data that benefit thecustomer
Ability to collaboratewith a variety of vendors and internal organizationsand manage virtual teams
Abilityto handle difficult situations and discussions like performance issues, personnel issues and customer escalations
Ensure accountabilityacross multiple teams and vendors
Ability to make highquality decisionsindependentlyand recommend improvements to vendor management strategiesto Global Product Support leadership
Maintains professional and technical know-how by tracking emerging trends in call center operations management,attending educational workshops,reviewing professional publications establishing personal networks,benchmarking state-of-the-art practices, andparticipating in professional societies
5+ years of experience in a relevant role encompassing customer service and support
Familiar with workforce planning, staffing strategies and technologies in aHigh-VolumeMulti-Channel Contact Center
Strong leadership skills with proven ability to manage virtual teams and processes
Ability to effectively manage change, with capacity to coach and guide teams through it
Demonstrated, effective communication and presentation skills for all levels of audience including senior leaders in the support organization
BA, BS or equivalent degree in Business, Computing, Engineering/Design or equivalent industry experience
Fluent English is required for the role
Occasional travel required(up to 25%)
At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.
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Autodesk is the global leader in design and make technology, including industry-leading 3D design, engineering, and entertainment software and services, that offer customers better outcomes through automation and insights for their design and make processes. With over $3.5 billion in revenue and more than 12,000 employees, Autodesk has established itself as the leading provider of design and make technology that empowers innovators everywhere to achieve the new possible – for products, their businesses and the world. If you've ever driven a high-performance car, admired a towering skyscraper, used a smartphone, or watched a great film, chances are you've experienced what millions of Autodesk customers are doing with our software. With a vision of a better world designed and made for all, Autodesk serves customers in architecture, engineering, and construction; product design and manufacturing; and digital media and entertainment industries. Its customers design, fabricate, manufacture, and build anything by visualizing, simulating, and analyzing real-world performance early in the design process.
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