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 at scale. This 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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