Sr. Manager, Customer Reliability - AECO

** Job

Requisition  #*
* 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 s 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*
* +…