Senior Technical Account Manager

Job Requisition ID #

26WD96542

French translation will follow!/ La traduction en francais suivra!

26WD96542 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.

Responsibilities

• 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 customers 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)

Minimum Qualifications

• 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, InfraWorks, 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

Preferred Qualifications

• 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, demandingclients

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

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26WD96542 Responsable technique de compte senior

Apercu du Poste

Le service Customer Success d'Autodesk recherche des experts techniques hautement motives pour aider nos clients a optimiser leur investissement dans nos produits et a obtenir des resultats commerciaux mesurables.

Nous recherchons des professionnels possedant une experience dans les domaines de l'architecture, du genie civil et de la construction (AEC), capables de prendre en charge un large eventail de technologies dans des environnements d'entreprise a grande echelle. La personne retenue travaillera en etroite collaboration avec des clients de moyennes et grandes entreprises a travers le monde.

Vous rejoindrez le groupe Technical Adoption and Success au sein de l'equipe Customer Technical Success , une equipe qui valorise le developpement professionnel et recompense la haute performance.

Le groupe Technical Account Management a la responsabilite de l'experience du support client et a pour mission d'assurer la reussite technique des clients, de stimuler la croissance et de garantir la satisfaction des clients.

Responsabilites

• Etablir et entretenir des relations de travail avec les clients en tant que conseiller technique ; les activites comprennent les interactions avec les clients, la coordination interne avec le responsable de la reussite client (CSM) et le specialiste de ladoption technique (TAS) pour mettre en uvre les activites des plans de reussite client et garantir une experience de reussite technique de premier ordre

• Traitement prioritaire et escalade des problemes critiques, ainsi que suivi de la conformite aux niveaux de service

• Assistance technique et recommandations aux clients dentreprise basees sur lanalyse des donnees

• Adopter une approche de gestion des problemes afin didentifier des opportunites dinitiatives damelioration

• Collaborer avec les equipes informatiques et de conception du client pour garantir linstallation, la gestion des licences et les performances efficaces et reussies des applications cloud et de bureau dAutodesk

• Gerer la mise en uvre des sessions de coaching prevues dans le plan de reussite client afin daccroitre ladoption et la reussite du plan

• Assurer un engagement proactif aupres des clients grace a des revues regulieres des dossiers dassistance, a levaluation des performances logicielles et a lalignement des connaissances techniques sur les objectifs du client

• Etre responsable de la gestion des evenements cles (par exemple, les mises a niveau majeures)

Qualifications Minimales

• Licence ou experience equivalente en genie architectural, civil ou de la construction

• Au moins 5 ans dexperience dans lutilisation ou le support de la suite de conception dinfrastructures civiles et de la plateforme de collaboration dAutodesk Civil 3D, InfraWorks, Revit, Forma (anciennement Autodesk Construction Cloud) pour de grandes entreprises, dans un role de services professionnels

• Solides competences analytiques et experience du travail et du depannage en environnement dentreprise

• Connaissance approfondie des flux de travail et de lechange de donnees

• Experience dans la realisation de presentations

• Capacite a gerer plusieurs projets simultanement, en etablissant les bonnes priorites

• Maitrise de langlais requise, toute autre langue(s) constituant un atout

Qualifications Souhaitees

• Excellent communicateur, capable de nouer des relations a tous les niveaux et de faire preuve dinitiative

• Capacite a presenter des informations techniques a un public en presentiel ou virtuel

• Experience en conseil technique et/ou en realisation de projets techniques aupres de clients importants et exigeants

• Une experience avec Autodesk Navisworks, Autodesk AutoCAD et/ou Autodesk Platform Services est un atout

Learn More

About Autodesk

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