Sr. Manager, Customer Reliability - AECO

Job description

Job Requisition ID # 26WD97552: 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 2. Product Insights & Root Cause Analysis 3. Product & Experience Advocacy 4. Pre-Release Readiness & Supportability 5. Strengthen Closed-Loop Feedback 6. Lead a High-Impact, Multi-Disciplinary Team - Identify and prioritize the top recurring customer pain points across A...