Technical Account Manager - Strategic Accounts

As our Technical Account Manager - Strategic Accounts, you step in right after go-live and stay close. Not fixing tickets, not running implementation, but standing beside plant operations, quality, IT, and the exec sponsor, helping them turn goals into a real success plan. You read the signals, usage data, stakeholder feedback, the quiet signs something's off and act before it becomes a problem.

You know the manufacturing floor well enough to spot where Azumuta could do more and you're not afraid to challenge a requirement or sketch a first solution yourself. But when something needs deeper engineering, you hand it to Professional Services and stay in the room, making sure it still serves what the customer actually needs.

Alongside the Account Executive, who handles the contracts and the numbers, you build the relationship that makes renewal and growth feel like the natural next step, not a negotiation.

⚙️ About Azumuta

Manufacturing is going through its biggest transformation in decades, and we’re right at the center of it.

Since 2016, Azumuta has helped leading manufacturers across Europe and North America digitize their operations. Now we’re taking that further with AI that generates work instructions automatically, assists operators in real time, and removes repetitive administrative work.

We’re not simply digitizing old processes. We’re rethinking how manufacturing gets done.

And as we grow, the people we bring on board will determine how far we can take that mission. That’s where you come in.

🚀 What You’ll Be Doing:

Account ownership & planning

• Own the long-term success of a portfolio of Strategic and Key accounts from the point Professional Services hands over the live environment.
• Create and maintain a customer success plan connecting operational priorities to measurable adoption, rollout, and business outcomes.
• Own the business rollout roadmap for multi-site customers: site sequencing, stakeholder readiness, adoption milestones, coordination with implementation teams.

Relationships & cadence

• Build multi-threaded relationships across plant-floor users, administrators, quality and operations leaders, IT, global process owners, and executive sponsors.
• Run a clear account cadence: regular working sessions with customer champions and at least two strategic business reviews a year, with on-site engagement where it adds value.

Discovery & solutioning

• Use product usage, account health, stakeholder feedback, and operational context to identify adoption gaps, risks, and next highest-value actions.
• Lead initial discovery and process mapping for new use cases; structure the problem, clarify requirements, define a high-level solution concept.
• Recognize when detailed discovery, architecture, integration, validation, or implementation expertise is needed; engage Professional Services with a clear problem statement, scope, and success criteria, then stay accountable for customer alignment and adoption.

Growth, retention & escalation

• Own renewal readiness, retention planning, and forecast accuracy, giving the AE the customer context, value evidence, and risk assessment needed for the commercial process.
• Identify and qualify expansion opportunities from customer outcomes, usage patterns, new sites, and additional use cases; partner with the AE to progress the commercial opportunity.
• Coordinate customer-critical escalations across Support, Product, Engineering, and Professional Services, ensuring clear ownership and follow-through, without becoming the break/fix owner.
• Maintain a shared internal account plan with the AE, represent the voice of the customer, contribute reusable best practices for the wider customer base.

🏆 What success looks like

• Every assigned customer has a current success plan tied to clear operational objectives, stakeholders, adoption measures, and next actions.
• Customers can connect their use of Azumuta to visible business value and have a credible roadmap for deeper adoption or rollout.
• Adoption, relationship, technical, and renewal risks are identified early and addressed through explicit cross-functional action plans.
• New solution opportunities enter Professional Services with a well-defined problem, high-level scope, business rationale, and success criteria.
• Renewals are predictable, relationships are multi-threaded, and qualified expansion opportunities emerge from proven customer value.