Customer Reliability Engineer Jobs in Reading, MA

Senior Manager, Customer Reliability - AECO

About the Role

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.

Key Responsibilities

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

What We're Looking For

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

Why This Role Matters

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

Minimum Qualifications

• 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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