Technical Account Manager

SUMMARY:
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POSITION INFO:

We are seeking a results-driven Technical Account Manager to build and maintain strategic customer relationships while driving the successful adoption and optimization of enterprise technology solutions. The ideal candidate will provide technical guidance, lead onboarding and enablement initiatives, and align customer success strategies with business objectives to deliver measurable value. This role requires strong collaboration with cross-functional teams to resolve technical challenges, enhance customer satisfaction, and identify opportunities for account growth, renewals, and long-term partnership success.

What you'll do:

• Strategic Customer Engagement & Relationship Management
  • Serve as the primary post-sales technical and success contact for a portfolio of strategic customers.
  • Build and maintain strong relationships with customer stakeholders at all levels (executives, IT, OT, engineering, and end users).
  • Develop a deep understanding of customers’ business goals, technical environments, and digital transformation initiatives.
• Onboarding, Adoption & Enablement
  • Lead customers onboard and ensure smooth handovers from sales.
  • Develop and execute tailored adoption and enablement plans, including training, workshops, and success roadmaps.
  • Guide customers through change management and process alignment to accelerate time-to-value.
• Technical Advisory & Best Practices
  • Provide ongoing technical guidance on AVEVA solutions (Operations Control, PI System, MES, Unified Operations Centre, Predictive Analytics, CONNECT, etc.).
  • Recommend best practices, architecture improvements, and integration strategies to optimize deployments.
  • Conduct health checks, usage reviews, and proactive monitoring to ensure solution reliability and performance.
• Value Realization & Success Planning
  • Create and maintain Technical Customer Success Plans that define measurable success criteria, milestones, and KPIs through Evaluation & Road mapping (E&R) service.
  • Map solution capabilities to customer business outcomes (e.g., operational efficiency, asset reliability, sustainability).
  • Conduct regular Executive/Quarterly Business Reviews to assess value delivered and align on evolving goals.
• Advocacy, Feedback & Growth
  • Act as the voice of the customer, relaying feedback to product management, R&D, and support teams.
  • Promote new product features and innovations to increase solution engagement.
  • Partner with Sales and/or Solution Architects where necessary to identify upselling, cross-sell, and expansion opportunities.
  • Drive customer renewals and account growth by demonstrating ongoing value and mitigating churn risks.
• Cross-Functional Collaboration & Issue Management
  • Collaborate closely with Sales, Support, Professional Services, Solution Architects, and Partners to deliver unified customer experience.
  • Manage escalations and coordinate resolution of technical or service issues.
  • Contribute to internal account planning and forecasting activities.
• Sales Alignment
  • As part of driving customer success and business growth, the TAM collaborates closely with Renewal Sales and Solution Architects as necessary to ensure technical strategies align with revenue objectives. Key responsibilities include:
  • Account Growth & Opportunity Identification
    • Proactively identify upsell, cross-sell, and expansion opportunities within existing accounts by mapping AVEVA solutions to evolving customer needs.
    • Partner with Renewal Sales and/or Solution Architects to develop account growth strategies and pursue high-value opportunities.
  • Revenue Influence & Forecasting
    • Provide insights on customer adoption, usage trends, and solution gaps to support account planning and forecasting.
    • Contribute to renewal processes by demonstrating ongoing value and mitigating churn risks.
  • Strategic Partnership with Sales
    • Act as a trusted technical advisor during sales cycles for existing customers, validating solutions and positioning technical roadmaps.
    • Participate in joint customer meetings with Sales to present technical strategies and value propositions.
  • Executive Engagement for Business Outcomes
    • Lead Quarterly Business Reviews (QBRs) and Executive Briefings to showcase ROI, business impact, and future opportunities.
    • Influence decision-makers by connecting technical capabilities to strategic business objectives.
  • Advocacy & Pipeline Development
    • Promote new product features and innovations to increase engagement and create demand for additional offerings.

Your Expertise:

• 10–15 years’ experience with proven track record.
• Expert knowledge of AVEVA product portfolio (Operations Control, PI System, MES, Unified Operations Centre, Predictive Analytics, CONNECT, etc.).
• Track record and solid understanding of IT/OT convergence, industrial automation, IIoT, CONNECT, data analytics, and cloud architecture (Azure/AWS/etc.).
• Proven experience in technical advisory, customer success, or account management in B2B/industrial software.
• Excellent relationship management, communication, and presentation skills.
• Ability to balance customer advocacy with business objectives (renewals, adoption, and growth).

Qualifications:

• Matric
• BSc/BTech/NDip in Engineering or Computer Science