Job Requisition ID #
26WD96615
Position Overview
Autodesk is a global leader in design and make technology. From architecture, engineering, and construction to media and entertainment, to manufacturing, Autodesk empowers innovators everywhere to solve the big challenges. Our solutions give design and make teams the power to connect their data, workflows, and teams so they can achieve the unimaginable. Are you ready to shape the future of making?
Autodesk is seeking a passionate and experienced Senior Product Manager to spearhead the development and implementation of our Voice of the Customer (VoC) program. This pivotal role will be responsible for establishing a comprehensive strategy for capturing, analysing, and disseminating customer feedback across the organization. A key focus will be on partnering closely with our Customer Success organization to integrate VoC insights into workflows, use in companywide decision making, ensuring a closed-loop feedback system that drives continuous improvement in our products, services, and overall customer experience.
As the Product Manager for VoC & Customer Success Integration, you will be a champion for our customers, ensuring their voices are heard and acted upon. You will define the vision, strategy, and roadmap for our VoC program, working collaboratively with cross-functional teams including Product, Engineering, Customer Success, Support, Marketing, and Analytics. Your ability to translate customer insights into actionable strategies and drive their implementation will be critical to our success.
Responsibilities
- Strategy & Vision: Define and articulate the vision, strategy, and roadmap for Autodesk's Voice of the Customer program & systems, aligning it with overall business outcomes and customer experience goals
- Program Development & Implementation: Lead the end-to-end development and implementation of the VoC program, including identifying key customer touchpoints, selecting appropriate data collection methodologies (surveys, interviews, social listening, etc.), and establishing processes for data management and analysis
- Stakeholder Collaboration: Partner closely with Customer Success leadership and teams to understand their needs and identify opportunities to integrate VoC insights into their workflows, including onboarding, adoption, support, and renewal processes
- Feedback Loop Design: Design and implement effective feedback loop mechanisms within Customer Success workflows to ensure customer feedback is systematically captured, analyzed, and acted upon
- Insights Generation & Communication: Develop and implement processes for analyzing VoC data to identify key trends, pain points, and opportunities for improvement. Communicate these insights effectively to relevant stakeholders across the organization through compelling reports, presentations, and dashboards
- Prioritization & Action Planning: Collaborate with Product and Engineering teams to prioritize customer-driven improvements and translate feedback into actionable product requirements and development initiatives
- Tooling & Technology: Evaluate and recommend appropriate VoC platforms, analytics tools, feedback acquisition, and integrations to support the program's objectives and ensure efficient data collection and analysis
- Performance Monitoring & Optimization: Define key metrics to measure the effectiveness of the VoC program and its impact on customer satisfaction, retention, and advocacy. Continuously monitor performance and identify opportunities for optimization and improvement
- Advocacy & Education: Champion the importance of the Voice of the Customer across the organization, fostering a customer-centric culture and educating teams on how to leverage VoC insights in their work
- Staying Current: Keep abreast of industry best practices and emerging trends in VoC methodologies, technologies, and customer experience management
Minimum Qualifications
- Bachelor's degree in Business Administration, Marketing, Computer Science, or a related field. MBA or advanced degree is a plus
- 10+ years of experience in product management, customer experience, market research, or a related field, with a strong focus on Voice of the Customer programs
- Proven track record of successfully designing, implementing, and managing VoC programs in a SaaS or technology environment
- Deep understanding of various VoC methodologies and tools, including survey design, qualitative research, social listening, and analytics platforms
- Experience working closely with Customer Success organizations and integrating customer feedback into their workflows
- Strong analytical skills with the ability to translate data into actionable insights and present findings effectively
- Excellent communication, presentation, and interpersonal skills with the ability to influence and collaborate effectively across all levels of the organization
- Demonstrated ability to drive cross-functional initiatives and manage complex projects
- Passion for understanding customer needs and advocating for their perspective
- Experience with CRM systems (e.g., Salesforce) and Gainsight is a plus
- Familiarity with Autodesk products and the design and make industries is a plus
Learn More
About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – 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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.
When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
Diversity & Belonging
We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity\-and\-belonging
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