Digital Support Experience Community Manager
Join to apply for the Digital Support Experience Community Manager role at Autodesk
Digital Support Experience Community Manager
Join to apply for the Digital Support Experience Community Manager role at Autodesk
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Position Overview
We are looking for a passionate and strategic
Job Requisition ID #
25WD89823
Position Overview
We are looking for a passionate and strategic Digital Support Community Liaison Manager to optimize the community technical digital support experience for our customers. Partnering with Community Leadership, this role is responsible for ensuring that customer inquiries are efficiently addressed, accepted solutions are transformed into valuable knowledge assets, and users are guided to the appropriate level of support based on their entitlements. The manager will collaborate closely with IT, support, and community teams to continuously enhance digital support experiences and drive customer engagement.
Location : At a commutable distance from any Autodesk office globally, EMEA or AMER timezone.
Responsibilities
* Develop & Execute Community Strategy : Develop and execute on the Technical Support community strategy to enhance engagement, knowledge sharing, and self-service capabilities. Develop pathways for users to engage in forums, guiding them to relevant solutions or facilitating the creation discussion threads when necessary
* Content Flow Optimization : Ensure a seamless content loop into and out of the forums. Work with Community Managers & Expert Elite to identify accepted solutions in forums and ensure conversion into valuable knowledge artifacts
* AI & Automation Integration : Work with IT teams to leverage AI and automation tools to streamline and coordinate the creation and distribution of knowledge content into and from the forum
* Self-Service & Automation Enhancement : Continuously refine automation processes to improve customer self-service experiences working with the Community Management team to enhance community knowledge engagement
* User Experience Improvement : Identify pain points in the customer community support journey and recommend enhancements to improve UX 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 provide valuable insights. Collaborate with Community Managers, Community Program Team and Product experts to maintain an active, valuable support ecosystem
* Performance Analysis & Reporting : 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
Minimum Qualifications
* 7+ years of experience with online communities, digital technical support ecosystems, 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 & automation in content production & process optimization
About Autodesk / À Propos D’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 / Transparence salariale
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.
Please search for open jobs and apply internally (not on this external site).
Seniority level
* Seniority level Mid-Senior level
Employment type
* Employment type Full-time
Job function
* Job function Marketing and Sales
* Industries Software Development, Design Services, and IT Services and IT Consulting
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