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Manager, Technical Account Management
3 months ago
Job Requisition ID #
- 23WD69554
Position Overview
We are looking for a talented and proven leader to inspire and coach a Technical Account Management team. We increase adoption of our products and services by delivering quality outcomes to our customers the first time and every time. This role will be responsible for developing and managing a team of Technical Account Specialists to ensure we establish and maintain a strong relationship with customers, and drive adoption and growth by achieving outcomes defined within the customer success plan. In this role, you will lead a team to maximize the return on investment for our customer’s investment in Autodesk technologies. You will do this by enabling professional and customized product adoption services that help our customers achieve their business goals while using and adopting Autodesk solutions.
This position will be part of the Global Product Support group within Customer Success Organization - a part of our 2000+ strong Worldwide Sales organization.
**Responsibilities**:
- Manage the implementation of processes and plans to ensure effective delivery of onboarding and adoption services for Autodesk products- Measure and monitor performance against established service levels to ensure achievement of individual and team targets- Direct investigation and ensure resolution of all escalated issues related to service delivery and customer satisfaction- Direct and manage staff in implementation of initiatives and delivery of service plans that support customer satisfaction- Manage and implement employee Human Resource Programs and initiatives; ensure implementation of employee performance plan, on boarding program, employee development and coaching initiatives etc.- Manage and prepare budgets and work closely with senior management on forecasting, discrepancies, variance trend analysis, etc.- Engage and collaborate with the sales organization to communicate operational details and provide information on adoption service effectiveness- Drive communication in the organization; ensure new information is coordinated with support teams and partner teams- Lead or participate in setting organization vision, global projects, and initiatives
Minimum Qualifications- BS degree in a relevant technical field such as Engineering, Architecture, or Computer Science. MBA is highly desirable- 3+ years of experience in leading teams, preferably in a BIC SaaS environment- Experience in leading customer success initiatives to better service customers, increase operating efficiency, and support new operational models- Strong communicator and able to build relationships at all levels- Ability to build and maintain strong relationships with enterprise customers- Demonstrated motivation to learn new skills and technologies- Must be flexible, decisive, self-motivated, and proactive- Comfortable with ambiguity and working through change while driving results- The skill to partner cross functionally to champion for the team and the customer- Enthusiastic and dedicated approach to connecting with customers to gain an understanding of their needs and ensuring they understand and realize the full value of our products and services- Excellent communication and presentation skills- Able to travel up to 30%- Courage: The passionate self-belief and trust necessary to be bold and brave in one’s actions to enable controlled risk taking which allows positions to be challenged, thereby delivering strong results- Smart: We strive for simplicity and prioritize what matters most. Aware of impact of own words and actions on others- Inclusive: Work collaboratively and seek differing perspectives from people who are diverse in background, culture, and ways of living- Impactful: Display a sense of urgency in approaching critical challenges with passionate about making a positive impact. Be committed to our customers’ success- Accountable: Do what I say and say what I do and take responsibility for good and bad resultsPrésentation du poste
Nous recherchons un leader talentueux et éprouvé pour inspirer et diriger une équipe de gestion des comptes techniques. Nous augmentons l’adoption de nos produits et services en offrant des résultats de qualité à nos clients depuis le premier jour. Le titulaire de ce poste sera responsable du développement et de la gestion d’une équipe de spécialistes des comptes techniques pour s’assurer que nous établissons et maintenons une relation solide avec les clients et que nous favorisons l’adoption et la croissance en atteignant les résultats définis dans le plan de réussite des clients. Dans ce rôle, la personne dirigera une équipe afin d’accroître le rendement du capital investi de nos clients dans les technologies Autodesk. Pour ce faire, elle proposera des services d’adoption de produits professionnels et personnalisés qui aideront nos clients à atteindre leurs objectifs commerciaux tout en utilisant et en adoptant les solutions A
