Job Requisition ID #
26WD98355
Position Overview
The Senior Manager – Client Services is a key leadership role responsible for driving end-to-end customer operations, vendor performance, and service excellence across globally distributed teams. This role will lead transformation initiatives by integrating AI-driven capabilities, optimizing vendor partnerships, and enhancing customer success outcomes. The ideal candidate will bring a strong blend of operations leadership, customer success mindset, vendor governance, and data-driven decision-making, with the ability to recommend and execute strategic initiatives aligned with organizational growth and digital transformation goals.
Responsibilities
Customer Success & Service Excellence
- Championing a customer-first culture, ensuring seamless experiences across all touchpoints
- Drive initiatives to improve customer satisfaction, retention, and value realization
- Partner with cross-functional teams to reduce customer friction and enhance service delivery
- Ensure consistent delivery of 24/7 global support operations aligned to business SLAs
AI & Digital Transformation
- Leverage AI/ML, automation, and analytics tools to improve service efficiency, quality, and scalability
- Identify opportunities to deploy AI in quality monitoring, case routing, forecasting, and self-service enablement
- Partner with technology teams to modernize systems and digitize customer and agent experiences
- Drive adoption of data platforms and tools (e.g., OpsHub, CRM, reporting systems) to enhance decision-making
Vendor & Partner Management
- Lead governance of managed service vendors to ensure delivery excellence
- Monitor vendor performance through KPIs, SLAs, and operational metrics
- Drive accountability, continuous improvement, and cost optimization across vendor engagements
- Manage escalations and ensure alignment with contractual commitments and business goals
Data Analytics & Insights
- Utilize data analytics to identify trends, risks, and opportunities across operations
- Build and track KPIs, dashboards, and performance metrics to drive informed decisions
- Translate complex data into actionable insights and strategic recommendations
- Ensure data integrity, reporting accuracy, and visibility for leadership reviews
Strategic Planning & Execution
- Develop and execute strategic initiatives aligned with customer operations and business growth
- Drive transformation across people, process, and technology
- Balance workforce strategy between in-house teams and managed services
- Lead initiatives to improve efficiency, scalability, and cost-effectiveness
Operational Excellence & Risk Management
- Ensure smooth execution of daily operations with a focus on quality, productivity, and compliance (e.g., SOX)
- Identify operational risks and implement mitigation strategies
- Lead backlog reduction, process improvements, and service stabilization efforts
- Oversee quarter-end readiness and revenue-impacting processes
Leadership & People Development
- Lead, mentor, and develop high-performing teams across regions
- Foster a culture of accountability, collaboration, and continuous improvement
- Drive employee engagement, capability building, and change adoption
- Influence and align stakeholders across global teams
Key Skills & Competencies
- Customer-Centric Mindset – Deep understanding of customer success and experience
- AI & Digital Acumen – Ability to leverage technology for operational transformation
- Vendor Management – Strong governance, negotiation, and partnership skills
- Analytical Thinking – Data-driven decision-making and problem-solving
- Strategic Leadership – Ability to align operations with long-term business goals
- Communication & Influence – Strong stakeholder management across all levels
- Adaptability & Change Leadership – Driving transformation in dynamic environments
Success Measures
- Improvement in Customer Satisfaction (CSAT/NPS)
- Vendor performance against SLAs and KPIs
- Adoption and impact of AI-driven initiatives
- Reduction in operational inefficiencies and backlogs
- Enhanced team productivity and engagement
- Delivery of strategic programs aligned with business growth
Minimum Qualifications
- Bachelor’s degree in Business, Operations, Technology, or related field
- 15+ years of experience in customer operations, client services, or vendor management
- Proven experience managing global teams and outsourced vendors
- Strong understanding of customer success frameworks and service delivery models
Preferred Qualifications
- Experience in SaaS / Technology / Customer Support environments (24/7 global operations)
- Exposure to AI, automation, and digital transformation initiatives
- Strong analytical skills with experience in data visualization and reporting tools
- Demonstrated ability to lead large-scale transformation programs
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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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