Sr. Manager, Customer Reliability - AECO

We are seeking a Senior Manager of Customer Reliability for the Architecture, Engineering, Construction, and Operations (AECO) industry to lead a critical function within our Proactive Support organization. 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. Mission Turn AECO customer experience into measurable product improvement-eliminating repeat friction, improving readiness, and strengthening customer trust at scale., 1. Drive Repeat Issue Elimination

• Identify and prioritize the top recurring customer pain points across AECO products and workflows
• Lead initiatives to reduce or eliminate repeat cases through product, process, and enablement improvements
• Establish and track eradication plans for high-impact friction areas
2. Product Insights & Root Cause Analysis
• Synthesize insights from support data, telemetry, TAM input, and customer feedback
• Perform root cause trend analysis to identify systemic issues
• Translate data into clear, actionable insights for Product and Engineering teams
3. Product & Experience Advocacy
• 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
4. Pre-Release Readiness & Supportability
• Partner with Product teams to ensure pre-release readiness for AECO solutions
• Identify potential field risks, support gaps, and enablement needs before launch
• Ensure field teams and customers are prepared through clear guidance and readiness materials
5. Strengthen Closed-Loop Feedback
• 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
6. Lead a High-Impact, Multi-Disciplinary Team
• Lead and develop a team of:
• Customer Advocates
• Product Insights Specialists
• Technical Enablement Specialists
• Build a culture of curiosity, accountability, and continuous improvement
• Align team priorities to the most impactful customer and product outcomes
Key Outcomes & Success Metrics
• 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, This role is central to our transformation from a reactive support model to a Proactive Support organization . By connecting customer experience directly to product improvement, this leader will help ensure that:
• Issues are not just resolved-but eliminated
• Products continuously improve based on real-world usage
• Customers experience reliable, predictable outcomes at scale
  
  Industry Expertise & Credibility
• 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
Leadership & Influence
• 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
Analytical & Strategic Thinking
• 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
Communication & Storytelling
• 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
Mindset & Traits
• 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, 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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