Client Services Specialist - Japan & Korea Markets

Job Requisition ID # 26WD101512 Position Overview As a Client Services Specialist, you will play a critical role in ensuring Autodesk customers have timely access to their purchased software and that customer and partner orders and related inquiries are handled accurately and efficiently in accordance with established global policies and guidelines. This role requires strong troubleshooting, problem-solving, and communication skills. You will investigate, document, and resolve customer and partner issues while delivering an exceptional service experience in a collaborative environment that encourages knowledge sharing and continuous improvement. You will be based at our Singapore office under a hybrid work model. Your regular working hours will be Monday through Friday, from 8:30 AM to 5:30 PM Singapore Time (SGT). However, working hours may change based on business requirements. Responsibilities Ensure Autodesk customers have timely access to purchased software products by troubleshooting access issues using Autodesk back-office systems and approved third-party diagnostic tools Communicate effectively with customers and partners through multiple support channels, including phone, chat, web, and email Maintain high levels of customer and partner satisfaction by investigating and resolving inquiries related to order processing, product access, account sign-in, license fulfillment, and other support requests Provide guidance on Autodesk Account features and capabilities and conduct product walkthroughs or instructional sessions for customers and partners when required Serve as a subject matter expert on Autodesk policies, processes, systems, and support tools Support partner enablement initiatives, including onboarding, training, participation in internal and external forums, and partner service reviews Develop proficiency in customer-facing and internal technology platforms used to access Autodesk products and services Work effectively in a fast-paced and evolving environment while maintaining professionalism with customers, partners, and internal stakeholders Educate customers and partners on available self-service resources through hands-on training, knowledge content, readiness activities, and webinars Create, review, and maintain knowledge base content for internal Autodesk support teams, customers, and partners Collaborate with cross-functional teams to deliver efficient and effective service solutions Partner with local Sales teams to address customer issues, order-related inquiries, and operational requirements Support Sales teams during quarter-end activities, including order processing deadlines and related operational priorities Act as a liaison between customers, partners, Sales, and other internal departments to facilitate issue resolution Build trusted relationships with internal and external stakeholders by providing accurate guidance and reliable support Contribute to a collaborative team environment by sharing knowledge and providing constructive feedback to colleagues Demonstrate accountability, ownership, and attention to detail when managing assigned tasks and customer interactions Minimum Qualifications 3+ years of experience in a customer-facing, Customer Service, or Client Services role Experience working in a customer service environment and delivering high-quality customer support Ability to meet or exceed operational Key Performance Indicators (KPIs) and established service standards Commitment to Autodesk's values and Great Behaviors Guide Ability to complete required training within established timelines and adhere to live support schedules Willingness to work varying shifts and overtime when required to meet business and customer needs Strong written and verbal communication skills Ability to identify operational trends, analyze challenges, and recommend appropriate solutions Strong customer service orientation with a commitment to delivering positive customer experiences Strong technical aptitude and ability to learn new systems, tools, and processes Creative and innovative problem-solving skills Ability to manage multiple priorities independently in a fast-paced and dynamic environment Practical problem-solving approach with the confidence to ask questions, challenge existing processes, and recommend improvements Fluency in Japanese and English, including written and verbal communication Preferred Qualifications Proficiency in additional languages, such as Korean or Chinese Experience using Customer Relationship Management (CRM) systems, case management tools, or customer support platforms Experience supporting software licensing, product access, account management, or order processing Experience working with globally distributed teams and cross-functional stakeholders Experience delivering customer training, webinars, or partner enablement activities Familiarity with knowledge management practices and self-service support resources Experience identifying opportunities to improve customer support processes and operational efficiency The Ideal Candidate The ideal candidate is a customer-focused and adaptable professional who combines strong communication skills, technical aptitude, and a willingness to learn with a commitment to delivering exceptional customer and partner experiences Demonstrates a strong customer-first mindset and approaches support interactions with empathy, professionalism, and a focus on resolution Applies foundational customer service principles and established processes to resolve routine and moderately complex customer inquiries Uses analytical thinking and structured problem-solving to investigate issues and identify appropriate solutions Takes ownership of assigned tasks while seeking guidance from experienced colleagues when navigating unfamiliar or complex situations Demonstrates strong attention to detail and accuracy when handling customer inquiries, orders, and support documentation Communicates clearly and professionally with customers, partners, and internal stakeholders across different support channels Collaborates effectively with team members and cross-functional departments to deliver consistent service outcomes Learns new technologies, processes, and support tools quickly and applies acquired knowledge to daily responsibilities Adapts to changing priorities and business requirements while maintaining service quality and operational efficiency Demonstrates accountability by meeting commitments, following established procedures, and proactively communicating challenges Contributes to knowledge-sharing initiatives and continuous improvement of customer support processes Maintains a positive attitude, demonstrates curiosity, and actively seeks opportunities for professional development #LI-JT1 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 – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world. When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us! Bienvenue chez Autodesk ! Nos logiciels créent chaque jour des choses extraordinaires : des bâtiments les plus écologiques aux voitures les plus propres, en passant par les usines les plus intelligentes et les films à succès. Nous aidons les innovateurs à concrétiser leurs idées, transformant non seulement la façon dont les choses sont fabriquées, mais aussi ce qui peut l’être. Nous sommes très fiers de notre culture chez Autodesk ; elle est au cœur de tout ce que nous faisons. Notre culture guide notre façon de travailler et de nous comporter les uns envers les autres, influence nos interactions avec nos clients et nos partenaires, et définit notre image au monde. En tant qu’Autodeskien, vous pouvez accomplir un travail significatif qui contribue à bâtir un monde meilleur, conçu et réalisé pour tous. Prêt à façonner le monde et votre avenir ? Rejoignez-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, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package. Belonging We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: In-Person Onboarding and Identity Verification This role may require in-person onboarding and/or in-person ID verification.