Senior Technical Account Manager

Senior Technical Account Manager Position overview

Autodesk Customer Success is looking for highly motivated technical experts to help our customers optimize their product investment and achieve measurable business outcomes. We are looking for professionals with Architectural, Civil and Construction Engineering (AEC) experience, supporting a broad range of technologies in large-scale enterprise environments. This person will work closely with medium and large enterprise customers worldwide. You will join the Technical Adoption and Success group within the Customer Technical Success team - a team that values professional development and rewards high performance.

The Technical Account Management group owns the customer support experience and is responsible for ensuring customer technical success, driving growth, and customer delight.

• Establish and maintain working relationships with customers as technical advisor, activities including customer interactions, internal alignment with Customer Success Manager (CSM) and Technical Adoption Specialist (TAS) in executing activities in customer success plans and ensuring best in class Customer Technical Success experience.

• Priority handling and escalation of critical issues and monitoring of service level compliance.

• Technical assistance and recommendations for Enterprise Customers based on data analytics.

• Taking a problem management approach, find opportunities for improvement initiatives.

• Partner with customer’s IT and design groups to ensure successful and efficient installation, licensing, and performance of Autodesk cloud and desktop applications.

• Manage delivery of coaching sessions from the customer success plan to increase adoption and customer success plan.

• Delivering proactive customer engagement through regular support case reviews, assessment of software performance, and alignment of technical insights with customer objectives.

• Responsible for key event management (e.g. major upgrades).

• Bachelor's degree or equivalent experience in Architectural, Civil or Construction Engineering.

• Minimum 5 years' experience in using or supporting the Autodesk civil infrastructure design stack and collaboration platform - Civil 3D, Infra Works, Revit, Forma (previously Autodesk Construction Cloud) - for large enterprise clients in a professional services role.

• Strong analytical skills and experience working and troubleshooting in enterprise environment.

• Expert knowledge in workflows and data exchange.

• Experience in delivering on presentations.

• Able to manage several projects at a time, setting the right priorities.

• Fluency in English required, any additional language(s) a plus.

• Strong communicator and able to build relationships at all levels, taking initiative.

• Ability to present technical information to a live or virtual audience.

• Technical consulting experience and/or technical project delivery experience with large, demanding clients.

• Experience in Autodesk Navisworks, Autodesk AutoCAD and/or Autodesk Platform Services is a plus.

• Établir et entretenir des relations de travail avec les clients en tant que conseiller technique ; les activités comprennent les interactions avec les clients, la coordination interne avec le responsable de la réussite client (CSM) et le spécialiste de l’adoption technique (TAS) pour mettre en œuvre les activités des plans de réussite client et garantir une expérience de réussite technique de premier ordre.

• Traitement prioritaire et escalade des problèmes critiques, ainsi que suivi de la conformité aux niveaux de service.

• Assistance technique et recommandations aux clients d’entreprise basées sur l’analyse des données.

• Adopter une approche de gestion des problèmes afin d’identifier des opportunités d’initiatives d’amélioration.

• Collaborer avec les équipes informatiques et de conception du client pour garantir l’installation, la gestion des licences et les performances efficaces et réussies des applications cloud et de bureau d’Autodesk.

• Gérer la mise en œuvre des sessions de coaching prévues dans le plan de réussite client afin d’accroître l’adoption et la réussite du…