Technical Account Manager guiding Benevity clients’ technical programs and platform adoption. Improving configurations, resolving escalations, and driving outcomes for a social - impact SaaS company.
About the role
- Autodesk manager leading Technical Account Managers supporting enterprise customers using design and engineering software. Driving technical governance, escalations, team performance, and customer success.
Responsibilities
- Lead, coach, and develop a high-performing team of Technical Account Managers, including hiring, onboarding, feedback, performance management, career development, and succession planning
- Set team priorities and operating rhythms aligned with Customer Success and organizational goals
- Ensure best-in-class enterprise support and manage/report support performance and customer support health
- Provide proactive technical governance across the TAM portfolio and identify risks early
- Act as senior escalation point for critical customer issues and drive issues through resolution
- Monitor team and individual performance using customer-health indicators, engagement quality, and team targets
- Partner with Customer Success, Technical Adoption, Technical Support, Product, Engineering, Sales, Technical Sales, and other stakeholders
- Coordinate subject matter experts and resources to support adoption, value realization, and long-term customer success
- Lead or participate in organizational initiatives, process design, and global programs
- Champion customer accountability, curiosity, critical thinking, cultural sensitivity, collaboration, and demonstrable impact
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 ability to partner across Customer Success, Support, Product, Engineering, Sales, and Technical Sales
- Excellent written and verbal communication skills
- Strong prioritization, problem-solving, and critical-thinking skills
- Preferred: experience with Autodesk products, cloud services, customer support models, or enterprise technology environments
- Preferred: experience with Technical Account Management, enterprise support governance, customer success planning, product adoption, or value-based customer engagement
- Preferred: technical consulting, technical project delivery, or enterprise implementation experience
- Preferred: experience operating in a global, matrixed organization
- English posting follows
Benefits
- Annual cash bonuses may be included
- Stock grants may be included
- Comprehensive benefits package
- In-person onboarding and/or in-person ID verification may be provided/required
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