Senior Manager, Client Services

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

Requirements

• 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
• 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
• #LI-GC3
• 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 smart

Additional Information

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.

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