Sr. Technical Account Manager (Altium)

Job description

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. Required Qualifications Bachelor’s degree in Engineering, Electronics, Computer Science, Information Technology, or related disciplines. 5+ years of experience in Technical Account Management, Customer Success, Technical Support, Solution Consulting, or related customer-facing roles. Experience supporting mid-sized and large enterprise customers. Strong technical troubleshooting and problem-solving capabilities. Demonstrated ability to manage customer escalations and drive issue resolution across multiple teams. Excellent communication, presentation, stakeholder management, and relationship-building skills. Strong project management and organizational skills. Ability to translate complex technical topics into business value discussions. Fluent in both Mandarin and English. Preferred Qualifications Experience in the Electronics Design Automation (EDA), PCB design, PLM, SaaS, or engineering software industries. Familiarity with Altium Designer, Altium 365, ECAD/MCAD collaboration workflows, or related engineering platforms. Experience designing customer success programs or enterprise service delivery frameworks. Knowledge of customer success methodologies, service management, or ITIL principles. Experience working in multinational and cross-functional environments. Travel may required for this role. Altium Limited, a part of the Renesas Group and headquartered in San Diego, California, is a global software company accelerating the pace of electronics innovation. We are redefining electronic product creation in a software-defined world with our industry-first cloud-based platform that unites every stakeholder and phase of electronics development. From startups to world’s technology giants, our digital platforms give more power to PCB designers, supply chain, and manufacturing, letting them collaborate as never before. At Altium, our teams are empowered to innovate, collaborate globally, and help create the future of electronics development. We believe in rewarding our employees with a competitive benefits package alongside their salary. More information will be provided during the hiring process.