Sr. Customer Advocate - AECO, Customer Reliability

Autodesk Customer Technical Success is looking for an experienced Sr. Customer Advocate, AECO to identify the systemic customer problems that matter most, shape the case for action, and influence decisions that improve customer and product outcomes at scale.

This role will have a strong initial focus on Construction, while operating across a broad and evolving AECO portfolio. The Sr. Customer Advocate, AECO brings together customer advocacy, product intelligence, program leadership, and data-driven decision making to understand what is really happening, determine where Customer Reliability should invest attention, and drive complex issues toward action and measurable outcomes.

A key part of the role is helping establish a more structured listening approach across AECO so we can surface patterns earlier, understand where issues may scale, and avoid relying only on what is escalated to us. You will also help shape how Customer Reliability works across AECO, including how we listen, prioritize, build evidence, engage stakeholders, and measure impact.

You will work closely with Product, Engineering, Technical Support, Technical Account Management, Product & Support Readiness, Customer Success, and other teams across Autodesk.

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  Establish and maintain a structured listening approach across key AECO customer, Support, field, Product, sentiment, and data signals to identify, validate, and prioritize systemic customer pain early

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  Build a strong understanding of AECO customer workflows and business challenges, with an initial emphasis on Construction, and quickly develop the product and technical context needed to investigate issues across a broad portfolio

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  Engage customers, customer-facing teams, and internal partners to validate issues, test assumptions, and deepen understanding, using both structured and informal listening mechanisms

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  Synthesize qualitative and quantitative evidence into a clear case for action, including the customer problem, scale, impact, strategic relevance, unknowns, and recommended next steps

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  Connect patterns across systemic issues, products, and workflows to build a broader portfolio view of customer pain and help shape priorities

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  Bring structure to complex, cross-functional issues and drive change, aligning stakeholders and ownership, managing dependencies, clarifying decision paths, and keeping work moving toward a clear outcome

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  Influence Product, Engineering, and other senior partners by bringing an evidence-based point of view and connecting customer pain to broader Autodesk and AECO priorities

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  Partner with Product & Support Readiness and other teams to turn decisions and resolved issues into scalable action, including guidance, communication, supportability improvements, or other customer-facing outcomes

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  Follow prioritized issues through to closure and measure impact, including whether resulting actions reduced customer pain and improved productivity, sentiment, or technical readiness

• 7+ years of experience leading complex, cross-functional initiatives in customer, technology, product, program, or business environments, with demonstrated program leadership skills and a track record of bringing structure to ambiguity and driving work through to meaningful outcomes

• Strong analytical judgment and pattern-recognition skills, with the ability to synthesize quantitative and qualitative evidence and develop an informed point of view with incomplete or ambiguous data

• Demonstrated ability to influence senior leaders and cross-functional teams without direct authority and navigate complex organizations where ownership and decision-making are distributed

• Strong written, verbal, and visual storytelling skills, including the ability to simplify complex customer, technical, and data-driven problems for Product and executive audiences

• Ability to prioritize a limited number of high-impact issues and maintain focus in an environment with competing customer, Product, and organizational demands

• Comfort working with data, analytics, and AI-assisted tools to investigate signals, test assumptions, ask deeper questions, and inform decisions

• Ability to quickly build enough product and technical context to work effectively across a broad and evolving portfolio

• Brings a collaborative, low-ego leadership style, strong curiosity, and a willingness to work across boundaries to solve complex customer problems

• Experience in or supporting the AECO industry, particularly Construction, with familiarity across customer workflows and technology areas such as project management, collaboration, document and data management, field execution, cost, or construction administration

• Experience partnering with Product Management and Engineering on product quality, reliability, adoption, customer experience, or roadmap decisions

• Experience supporting strategic or enterprise customers and understanding the technical and business context behind high-impact customer issues

• Experience with Voice of Customer, structured listening programs, customer-facing work, systemic issue management, or problem-management practices

• Familiarity with Autodesk AECO products or comparable professional design, engineering, construction, or collaboration technology

• Experience developing scalable approaches that reduce recurring customer issues, improve product or supportability outcomes, or drive measurable customer impact

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