Manager, Technical Account Management

Autodesk; Atlanta (GA); Sur place; USD 120 000 - 160 000; Plein temps

Résumé du poste

Autodesk Customer Success is seeking a Manager, Technical Account Management to lead a team of Technical Account Managers (TAMs) delivering proactive governance and trusted-advisor guidance to enterprise customers. You will ensure a best-in-class support experience and align TAM activities with customer priorities and business objectives.

You will partner with Customer Success, Technical Adoption, Product, Sales, and other internal stakeholders to drive scalable, outcome-focused engagements and

Qualifications

• 5+ years of people-management experience in SaaS or enterprise technology.
• Experience building and coaching high-performing teams.
• Experience with large enterprise customers and complex relationships.
• Ability to coordinate cross-functional teams and communicate with senior leadership.
• Experience using data to improve outcomes and drive improvements.
• Strong cross-functional leadership and executive communication.

Responsabilités

• Lead, coach, and develop a high-performing team of Technical Account Managers, including hiring, onboarding, feedback, performance management, career development, and succession planning.
• Set clear team priorities and operating rhythms aligned with Customer Success and organizational goals.
• Ensure TAMs deliver a best-in-class enterprise support experience and maintain trusted-advisor relationships with customers.
• Provide proactive technical governance across the TAM portfolio, monitor health, and identify risks early.
• Act as a senior escalation point for critical issues and coordinate cross-functional responses.
• Measure performance against health indicators and drive continuous improvement using data and trends.
• Partner with Customer Success, Technical Adoption, Product, Engineering, Sales, and other stakeholders to deliver a unified customer experience.
• Coordinate with subject matter experts and resources to guide customers on adoption and value realization.
• Lead organizational initiatives to improve scalability and effectiveness of Technical Account Management.
• Champion a culture of accountability, curiosity, and collaboration across the team.

Connaissances

People management

Leadership

Cross-functional collaboration

Enterprise SaaS

Customer success

Communication

Description du poste

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.

Job Requisition ID #

26WD101175

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

26WD101175, Responsable de la gestion technique des comptes

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