Sr. Manager, Customer Reliability - AECO

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.
* 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
* 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
*** 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
* 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
* 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
* 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
*** 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**
* ** 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
* Issues are not just resolved—but
** eliminated
* ** Products continuously improve based on real-world usage
* Customers experience
** reliable, predictable outcomes at scale**
* ** 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*
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