Digital Support Experience Community Manager Autodesk

7.0 - 11.0 years

0 Lacs

karnataka

On-site

We are seeking a passionate and strategic Digital Support Community Liaison Manager to optimize the technical digital support experience for our customers. In partnership with Community Leadership, your responsibilities will include efficiently addressing customer inquiries, transforming accepted solutions into valuable knowledge assets, and guiding users to the appropriate level of support based on their entitlements. Collaboration with IT, support, and community teams is essential to continuously enhance digital support experiences and drive customer engagement. Location: Ideally located within a commutable distance from any Autodesk office globally, within the EMEA or AMER timezone. Responsibilities: Develop and Execute Community Strategy: Create and implement the Technical Support community strategy to enhance engagement, knowledge sharing, and self-service capabilities. Establish pathways for users to engage in forums, guiding them to relevant solutions or facilitating discussion threads creation when necessary. Content Flow Optimization: Ensure a seamless content loop into and out of the forums. Collaborate with Community Managers & Expert Elite to identify accepted solutions in forums and ensure their conversion into valuable knowledge artifacts. AI & Automation Integration: Collaborate with IT teams to leverage AI and automation tools for the streamlined creation and distribution of knowledge content within the forum. Self-Service & Automation Enhancement: Continuously refine automation processes to enhance customer self-service experiences, working closely with the Community Management team to boost community knowledge engagement. User Experience Improvement: Identify pain points in the customer community support journey and suggest enhancements to improve user satisfaction and efficiency through community interactions. Cross-Team Collaboration: Work closely with IT, technical support teams, and community team to align digital support strategies with business objectives and offer valuable insights. Collaborate with Community Managers, Community Program Team, and Product experts to maintain an active and valuable support ecosystem. Performance Analysis & Reporting: Define shared metrics with the Community team to monitor KPIs, analyze trends in customer inquiries, and provide actionable recommendations to enhance the effectiveness of digital support through communities. Minimum Qualifications: Minimum of 7 years of experience in online communities, digital technical support ecosystems, and customer experience roles. Familiarity with AI-driven automation, knowledge management tools, and self-service support. Proven ability to collaborate with IT and support teams to enhance digital service delivery. Strong analytical skills to measure and optimize support effectiveness. Exceptional communication, project management, and stakeholder engagement skills. Preferred Qualifications: Background in technology, SaaS, or IT support organizations. Experience with Community strategy & operations and automation in content production & process optimization.,

Posted 2 days ago

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Community Manager Autodesk

7.0 - 11.0 years

0 Lacs

karnataka

On-site

As a passionate and strategic Digital Support Community Liaison Manager, you will play a crucial role in optimizing the community technical digital support experience for our customers. Your responsibilities will include partnering with Community Leadership to ensure efficient addressing of customer inquiries, transforming accepted solutions into valuable knowledge assets, and guiding users to the appropriate level of support based on their entitlements. Collaboration with IT, support, and community teams will be essential to continuously enhance digital support experiences and drive customer engagement. You will be responsible for developing and executing the Technical Support community strategy to enhance engagement, knowledge sharing, and self-service capabilities. This will involve creating pathways for users to engage in forums, guiding them to relevant solutions, and facilitating discussion threads when necessary. Additionally, you will work on optimizing content flow into and out of the forums, ensuring seamless conversion of accepted solutions into valuable knowledge artifacts. Integration of AI and automation tools to streamline the creation and distribution of knowledge content within the forum will be a key aspect of your role. You will continuously refine automation processes to improve customer self-service experiences, working closely with the Community Management team to enhance community knowledge engagement. Identifying pain points in the customer community support journey and recommending enhancements to improve user experience satisfaction and efficiency will also be part of your responsibilities. Collaboration with IT, technical support teams, and community team to align digital support strategies with business objectives is crucial. You will work closely with Community Managers, Community Program Team, and Product experts to maintain an active and valuable support ecosystem. Performance analysis and reporting will be essential, as you determine shared metrics with the Community team to track KPIs, analyze trends in customer inquiries, and provide actionable recommendations to enhance the effectiveness of digital support through communities. To be successful in this role, you should have a minimum of 7 years of experience with online communities, digital technical support ecosystems, and customer experience roles. Familiarity with AI-driven automation, knowledge management tools, and self-service support is required. You should possess strong analytical skills to measure and optimize support effectiveness, along with exceptional communication, project management, and stakeholder engagement skills. If you have a background in technology, SaaS, or IT support organizations, it would be considered a plus. Experience with Community strategy & operations and automation in content production & process optimization is also preferred. Join us at Autodesk and be part of a culture that fosters innovation and meaningful work. Shape the world and your future with us!,

Posted 4 days ago

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