Mahantesh Gulyam

The Client Services Specialist at Autodesk is responsible for ensuring that customers have instant access to their software and partner orders, and that related inquiries are handled with a high level of quality. The role involves strong troubleshooting, problem-solving, and communication skills. Responsibilities include:

• Ensuring high-level customer/partner satisfaction.
• Investigating and responding to support needs and issues, including order processing and inquiries related to product access, account sign-in, license fulfillment, and other miscellaneous support requests.
• Educating customers/partners on resources available to self-serve, which may include providing hands-on training and creating effective content.
• Collaborating with cross-functional teams to deliver efficient service solutions to customers and partners.
• Communicating and working closely with local sales office to address customer-related issues and order questions.
• Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.

• Order Management: Process incoming sales orders accurately and timely. Review orders for completeness and compliance with company policies
• Customer Relations: Respond to customer inquiries and resolve issues related to billing and payments. Maintain positive relationships with internal and external stakeholders.
• Reporting and Analysis: Prepare regular reports on Order-to-Cash metrics and KPIs. Analyze data to identify process improvements and operational efficiencies.
• Companies use NPS to track customer satisfaction over time, benchmark against competitors, and identify areas for improvement in customer experience. It provides actionable insights for enhancing product/service quality and fostering customer loyalty.

• Proficient in Salesforce CRM with experience in creating leads, maintaining customer details, and assigning leads to representatives.
• Skilled in providing chat support using Zoho, with a strong focus on customer satisfaction.
• Experienced in rising tickets for services and updating daily reports to ensure smooth operations and timely resolution of customer issues.
• Capable of multitasking in a fast-paced environment, managing multiple tasks simultaneously to meet deadlines and deliver exceptional results.
• Proficient in handling blended calls, with excellent communication and interpersonal skills to engage with customers and understand their needs.
• Willing to learn new technologies and skills to enhance productivity and contribute to the company's success.
• Committed to maintaining high standards of professionalism and integrity in all interactions with customers and colleagues.