Customer Content Experience - Montreal, Canada - Autodesk

Description

Job Requisition ID #

Customer Content Experience & Engagement Manager

Autodesk

Montreal, Barcelona, Bangalore

The Content Strategy & Experience team in Customer Technical Success (CTS) ensures high-quality product expertise is delivered to customers as they learn, adopt, and use Autodesk's platform through impactful content experiences. To accelerate on our journey of delivering a world-class experience and supporting users of all sizes across industries, we are looking for a dynamic Customer Content Experience & Engagement Manager to join our team.

Reporting to the Sr. Manager of Content Strategy & Experience, you will design and implement post-sales customer engagement strategies to deliver product support expertise to our customers right when they need it, and how they need it, using a multimodal approach.

Hybrid role, located within commuting distance of office in Montreal, Barcelona, or Bangalore.

Responsibilities

• You will identify main moments of trust in the customer journey to plan and implement audience-centric predictive customer and partner engagement initiatives that ensure customer satisfaction through access to content at the right time

• You will architect topics, metadata, content structure, and governance rules that warrants modularity and a "create once, publish and deliver anywhere" content model across channels (bots, web, in-product, etc.)

• You will bring customer perspective to guide the design of customer-centric content components and layouts, identify what format is best at key moments of time and how content should be organized for effective searchability and findability

• You will develop and implement search-engine optimization (SEO) strategies to improve support content online presence

• You will manage branded frameworks (newsletters, web, webinars, presentations,...) ensuring consistency, accuracy, and readiness for customer consumption, digitally and 1.1.

• You will ensure clarity, accuracy, and conciseness of support content through creation, review, and editing to ensure communications with our customers and partners are qualitative

• You will define and monitor measurements and customer feedback to assess content engagements effectiveness and inform experience improvements

• You will drive product support content communications to ensure transparency of content availability, ease of access, and use across the company

• You will guide and train CTS staff on best practices for customer engagement ensuring efficiency, quality, and influence

• You will collaborate across organizations to ensure that product support customer engagement initiatives are aligned with customer needs, preferences, and team goals. Additionally, you will establish trust and authority among peers and stakeholders by fostering clarity, agreement of ideas, and delivery on outcomes

• Keep up to date with new tools and technologies in digital content experiences and integrate relevant insights into the team and practice to foster a culture of innovation and knowledge sharing

Qualifications

• 8+ years of experience delivering successful B2B customer engagement or content activation strategies. Experience architecting the customer journey, measuring effectiveness, and improving based on insights

• You are a concise writer, editor, and content producer, comfortable with design tools to transform complex information into engaging customer engagements content, create branded frameworks, and craft concise messaging tailored to audience needs, and nurture that skill in others

• You understand taxonomy and information architecture design, are experienced with Content Management Systems, and have built and implemented SEO strategies

• You have solid project management background, excels at guiding diverse team projects from brainstorming to completion. Accomplished in translating strategic plans into actionable tasks, and fostering progress and enhancements

• You have an analytical, solution focused, and practical approach, consideration of goals and concerned parties' priorities to achieve the right outcome for customers

• You have an independent approach, proactiveness, and a learning and improvement mindset

• Experience in a customer-facing department or in the software industry an advantage

• You have an university degree in business administration, marketing, content activation, or related field

Learn More / Plus d'information

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 – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us

Bienvenue à Autodesk Des choses incroyables sont créées chaque jour avec nos logiciels - des bâtiments les plus écologiques et des voitures les plus propres aux usines les plus intelligentes et aux plus grands films à succès. Nous aidons les innovateurs à transformer leurs idées en réalité, transformant non seulement la façon dont les choses sont faites, mais ce qui peut être fait.

Nous sommes très fiers de notre culture ici chez Autodesk - notre code en matière de culture est au cœur de tout ce que nous faisons. Nos valeurs et nos méthodes de travail aident nos employés à prospérer et à réaliser leur potentiel, ce qui conduit à des résultats encore meilleurs pour nos clients.

Lorsque vous êtes un employé Autodesk, vous pouvez être entier et authentique et effectuer un travail significatif qui aide à construire un avenir meilleur pour tous. Prêt à façonner le monde et votre avenir? Joignez-vous à nous

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, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

Le salaire est l'un des éléments de l'offre compétitive d'Autodesk. Les offres sont basées sur l'expérience et la situation géographique du candidat. Outre les salaires de base, nous accordons également une grande importance aux primes annuelles discrétionnaires en espèces, aux commissions pour les fonctions de vente, aux actions ou aux primes d'encouragement à long terme en espèces, ainsi qu'à un ensemble complet d'avantages sociaux.

Diversity & Belonging / Diversité et appurtenance

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here:

Nous sommes fiers de cultiver une culture d'appartenance et un milieu de travail équitable où tout le monde peut s'épanouir. Pour en savoir plus, cliquez ici :

Are you an existing contractor or consultant with Autodesk?

Êtes-vous un sous-traitant ou un consultant existant d'Autodesk ?

Please search for open jobs and apply internally (not on this external site).

Veuillez rechercher des emplois vacants et postuler à l'interne (pas sur ce site externe).