Position Overview

The Technical Account Manager is a trusted technical partner for Autodesk Water Infrastructure enterprise customers, helping them improve product adoption, support outcomes, and realise business value.

The role works closely with Customer Success Managers, Technical Support, Product, and other internal teams to understand customer workflows, manage technical risks, and coordinate actions that support customer success.

Responsibilities

• Customer technical partnership: Build trusted relationships with customer technical stakeholders and maintain a strong understanding of customer workflows, environments, and support needs
• Support experience and escalation management: Monitor support cases, trends, and escalation risks, and coordinate with Technical Support, Product, CSMs, and other internal teams to support timely follow-up and resolution
• Customer success planning and delivery: Support the CSM in account planning, business reviews, and the delivery of agreed customer success activities, including keeping account notes, actions, and support insights current
• Technical adoption and enablement: Coordinate TAM- or TAS-led activities such as case reviews, coaching sessions, support process integration, user insights, and other Technical Support Management Services
• Industry and product knowledge: Maintain current knowledge of Autodesk Water Infrastructure products, customer workflows, and relevant industry practices, and share insights to improve customer outcomes
• Voice of the customer: Represent customer needs, risks, and feedback internally to inform prioritisation, product escalation discussions, account planning, and customer success activities

Minimum Qualifications

• B.S. or M.S. in Civil, Environmental, or Water Resources Engineering, or a related discipline
• Minimum of 5 years of experience in water infrastructure, water resources modelling, hydraulic modelling, or asset performance modelling, ideally in a customer-facing, consulting, SME, or project delivery role
• Demonstrated knowledge of hydraulic modelling, asset performance modelling, and Esri GIS in customer or project delivery contexts
• Experience developing and presenting technical documentation, recommendations, or customer-facing technical materials
• Demonstrated ability to collaborate effectively with cross-functional teams to coordinate customer outcomes, resolve issues, and support shared customer success goals
• Demonstrated customer focus, with the ability to understand customer needs, manage expectations, prioritise multiple tasks, and follow through on commitments
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical stakeholders

Preferred Qualifications

• Experience using Autodesk Water Infrastructure products, such as InfoWater Pro, InfoWorks WS Pro, or InfoWorks ICM, in a water utility or engineering consulting environment
• Experience in business development, customer success, technical account management, or customer-facing technical consulting is highly regarded
• Experience acting as a subject matter expert, design lead, project manager, or technical advisor on hydraulic modelling or water infrastructure projects
• Demonstrated ability to proactively monitor customer issues, identify risks, coordinate internal follow-up, and support timely resolution
• Ability to learn new products, workflows, and technical concepts quickly and apply them in customer-facing situations
• Experience working across multiple stakeholders, priorities, and deadlines while maintaining clear communication and follow-through
• Ability to work independently with moderate to minimal guidance, take initiative, anticipate customer or project needs, and carry tasks through to completion

Skills and Competencies

• Customer success mindset and stakeholder management
• Technical problem-solving, support analysis, and escalation coordination
• Clear communication with technical and non-technical audiences
• Cross-functional collaboration across Customer Success, Technical Support, Product, Consulting, and Sales
• Planning, prioritisation, and follow-through on customer-facing actions

Success Measures

• Customer technical partnership: Customer stakeholders have clear engagement, documented workflows, and confidence in the TAM as a trusted technical point of contact
• Support experience and escalation management: Support trends, risks, and escalations are monitored, communicated, and followed through with relevant internal teams
• Customer success planning and delivery: Account insights, actions, and support observations are kept current and shared with the CSM to support planning, business reviews, and customer outcomes
• Technical adoption and enablement: TAM- or TAS-led activities, such as case reviews, coaching sessions, support process integration, and user insights, are delivered in line with agreed expectations
• Industry and product knowledge: Relevant product, workflow, and industry knowledge is maintained and applied to provide proactive customer guidance and internal insight
• Voice of the customer: Customer needs, risks, and feedback are represented internally to inform prioritisation, product escalation discussions, and account planning

Working Conditions and Travel

The role is expected to operate in a customer-facing environment and collaborate with internal teams across relevant regions and time zones (APAC, the USA, Europe, and India). After-hours work is expected occasionally. Occasional travel or on-site customer activity may be required, subject to business needs and manager approval.

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In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.