Digital Support Experience Community Manager

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.,