Manager, Technical Account Management

Autodesk, Inc.; Montreal (administrative region); Hybrid; CAD 110,000 - 170,000; Full time

Job summary

Autodesk, Inc. Customer Success is seeking a Manager, Technical Account Management to build and lead a team of Technical Account Managers who guide enterprise customers in getting measurable outcomes from Autodesk solutions.

You will partner with Customer Success, Technical Adoption, Support, Product, Engineering, and Sales to align resources, governance, and proactive engagements that drive adoption and value realization.

Qualifications

• 5+ years of people-management experience leading TAMs or similar teams.
• Proven ability to coordinate cross-functional teams and communicate with executive leadership.
• Experience supporting large enterprise customers and managing complex relationships.
• Strong prioritization and problem-solving skills in a changing environment.

Responsibilities

• Lead, coach, and develop a high-performing TAM team with hiring and career planning.
• Set priorities and rhythms aligning TAM with Customer Success and goals.
• Coordinate cross-functional engagement and report on support health and KPIs.
• Act as escalation point and drive issues to resolution with stakeholders.

Skills

People management

Cross-functional leadership

Executive communication

Enterprise SaaS support

Customer success

Job description

**26WD101175, Manager, Technical Account Management****Position Overview**Autodesk Customer Success is looking for an experienced people leader to manage a team of Technical Account Managers (TAMs) who help enterprise customers achieve measurable technical and business outcomes from their investment in Autodesk solutions. The Technical Account Management team owns the customer support experience and provides proactive technical governance across complex enterprise environments. TAMs act as trusted advisors, coordinate support-related activities, manage critical escalations, monitor technical health, develop and coordinate coaching plans, and align technical recommendations and engagements with customer priorities and business objectives. As Manager, Technical Account Management, you will be accountable for the performance, development, and impact of the TAM team. You will ensure consistent delivery of a best-in-class enterprise support experience, strengthen customer technical success and loyalty, and create the operating discipline, cross-functional alignment, and continuous improvement needed for the team to scale effectively. You will partner closely with Customer Success, Technical Adoption teams, Technical Support, Product teams, Sales and Technical Sales, and other internal stakeholders to ensure customers receive coordinated, proactive, and outcome-focused technical engagement. **Responsibilities*** Lead, coach, and develop a high-performing team of Technical Account Managers, including hiring, onboarding, regular feedback, performance management, career development, and succession planning* Set clear team priorities and operating rhythms that align Technical Account Management activities with Customer Success and organizational goals, while promoting accountability, consistency, and efficient execution* Ensure TAMs deliver a best-in-class enterprise support experience by acting as the primary coordinators for support-related activities, managing and reporting on support performance and customer support health, and maintaining strong trusted-advisor relationships with customers* Ensure proactive technical governance across the TAM portfolio by monitoring technical health, identifying risks early, and helping customers run Autodesk solutions reliably, securely, and effectively at scale* Act as a senior escalation point for critical customer issues. Guide TAMs in coordinating cross-functional teams, maintaining clear customer communication, and driving issues from initiation through resolution* Measure and monitor individual and team performance against customer health indicators, engagement quality, and team targets; use data and trend analysis to identify risks, improve outcomes, and drive continuous improvement* Partner cross-functionally with Customer Success, Technical Adoption, Technical Support, Product, Engineering, Sales teams, and other stakeholders to coordinate resources, clarify ownership, and deliver a unified customer experience* Ensure TAMs identify and coordinate the right Autodesk subject matter experts, specialists, and resources to provide technical guidance, best practices, and customer coaching that support adoption, value realization, and long-term success* Lead or participate in organizational initiatives, process design, and global programs that improve the scalability, efficiency, and effectiveness of Technical Account Management and the broader Customer Success organization* Champion a culture of customer accountability, curiosity, critical thinking, cultural sensitivity, collaboration, and demonstrable impact across the team **Minimum Qualifications*** 5+ years of people-management experience, preferably leading technical account management, enterprise support, customer success, technical services, or similar customer-facing teams in a SaaS or enterprise technology environment* Demonstrated experience building, coaching, and inspiring teams to deliver measurable customer outcomes and consistently high-quality service* Experience supporting large enterprise customers and managing complex customer relationships involving multiple technical and business stakeholders* Proven ability to coordinate cross-functional teams and communicate clearly with customer and internal leadership* Experience designing and executing processes, operating cadences, service-delivery standards, or customer success initiatives that improve customer outcomes and operating efficiency* Ability to use support, usage, service-level, and customer-health data to identify trends, prioritize action, and improve team performance and customer experience* Strong cross-functional leadership skills and the ability to partner effectively across Customer Success, Support, Product, Engineering, Sales, and Technical Sales organizations* Excellent written and verbal communication skills, including the ability to engage confidently with executive, business, IT, technical, and end-user stakeholders* Strong prioritization, problem-solving, and critical-thinking skills, with the ability to manage multiple complex customer and team priorities in a changing environment **Preferred Qualifications*** A customer-first mindset, strong curiosity, and a demonstrated ability to challenge the status quo while translating ideas into practical improvements* A proactive, self-driven leader who anticipates challenges, takes ownership, and is accountable for team and customer outcomes* Experience with Autodesk products, cloud services, customer support models, or enterprise technology environments* Experience with Technical Account Management, enterprise support governance, customer success planning, product adoption, or value-based customer engagement* Technical consulting, technical project delivery, or enterprise implementation experience with large and demanding customers* Experience operating in a global, matrixed organization and working effectively across regions, functions, and cultures