Sr. Technical Account Manager (Altium)

Position Summary

Altium is seeking a highly customer-focused and technically proficient Technical Account Manager (TAM) to support our strategic and enterprise customers across China. The TAM serves as the primary post-sales technical partner, responsible for building and delivering a scalable customer support and success framework while providing hands-on technical guidance to maximize customer value, adoption, and satisfaction.

This role combines technical expertise, customer relationship management, project coordination, and service delivery excellence. The ideal candidate will proactively engage with key customer stakeholders, drive customer success initiatives, improve user experience, and ensure customers achieve their business objectives through effective utilization of Altium solutions.

Key Responsibilities

Strategic Customer Success & Account Management

• Serve as the trusted technical advisor for assigned strategic and enterprise accounts.
• Establish strong relationships with customer decision-makers, engineering leaders, administrators, and end users.
• Develop and execute customer success plans aligned with customer business goals and technology roadmaps.
• Conduct regular business and technical reviews to evaluate customer health, adoption, risks, and opportunities.
• Act as the primary post-sales escalation point for critical technical and service-related issues.
Customer Service Framework Development

• Design and implement a comprehensive post-sales service model for enterprise customers.
• Develop service standards, engagement processes, governance mechanisms, and customer success best practices.
• Build scalable customer onboarding, training, adoption, and support programs.
• Establish customer success metrics, service KPIs, and satisfaction measurement processes.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
Technical Consulting & Support

• Provide advanced technical guidance on Altium products, workflows, and best practices.
• Support customers in deployment, adoption, integration, configuration, and optimization of Altium solutions.
• Partner with customers to identify technical challenges and recommend effective solutions.
• Coordinate with Product Management, Engineering, and Global Support teams to resolve complex customer issues.
• Deliver technical workshops, product demonstrations, knowledge-sharing sessions, and user enablement programs.
Customer Experience & Satisfaction

• Monitor customer health indicators and proactively address adoption or support risks.
• Drive improvements in customer satisfaction, retention, and long-term engagement.
• Collect and communicate customer feedback to internal stakeholders, helping influence product enhancements and service improvements.
• Identify recurring customer issues and develop preventive strategies and knowledge resources.
• Act as the voice of the customer within the organization.
Cross-functional Collaboration

• Collaborate closely with Sales, Customer Success, Technical Support, Professional Services, and Product teams.
• Support account growth initiatives through technical advocacy and value realization.
• Participate in account planning discussions and strategic customer meetings.
• Contribute to customer success methodologies, documentation, and service playbooks.

Function: Manufacturing
Experience Level: Mid-Senior Level