Manager, Technical Account Management

Job Requisition ID #

26WD101175

French posting follows.

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

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26WD101175, Responsable de la gestion technique des comptes

Aperçu du poste

Le service « Customer Success » d’Autodesk recherche un responsable expérimenté pour diriger une équipe de responsables techniques de compte (TAM) chargés d’aider les entreprises clientes à obtenir des résultats techniques et commerciaux mesurables grâce à leur investissement dans les solutions Autodesk. L’équipe de gestion technique des comptes est responsable de l’expérience client en matière d’assistance et assure une gouvernance technique proactive au sein d’environnements d’entreprise complexes. Les TAM jouent le rôle de conseillers de confiance : ils coordonnent les activités liées à l’assistance, gèrent les escalades critiques, surveillent l’état technique des systèmes, élaborent et coordonnent des plans d’accompagnement, et alignent les recommandations techniques et les engagements sur les priorités et les objectifs commerciaux des clients. En tant que responsable de la gestion technique des comptes, vous serez chargé(e) de la performance, du développement et de l’impact de l’équipe TAM. Vous veillerez à offrir en permanence une expérience d’assistance d’entreprise de premier ordre, à renforcer la réussite technique et la fidélité des clients, et à instaurer la discipline opérationnelle, l’alignement interfonctionnel et l’amélioration continue nécessaires pour que l’équipe puisse se développer efficacement. Vous travaillerez en étroite collaboration avec les équipes de réussite client, d’adoption technique, d’assistance technique, de produit, de vente et de vente technique, ainsi qu’avec d’autres parties prenantes internes afin de garantir que les clients bénéficient d’un accompagnement technique coordonné, proactif et axé sur les résultats.

Responsabilités

Diriger, encadrer et développer une équipe haut