Manager, Technical Account Management

Autodesk•Montreal, QC

4d•$97,000 - $174,240•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

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