Sr. Technical Account Manager

About Us:

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com

Our opportunity:

As a Technical Account Manager (TAM) at Automation Anywhere, you will be instrumental in ensuring customer success by managing and enhancing enterprise-level support activities. In this role, you will act as a trusted advisor to customers, guiding them through best practices, resolving technical issues, and driving the adoption of Automation Anywhere’s solutions. By collaborating closely with cross-functional teams, you will ensure proactive communication, resolve escalations, and build strong relationships that help customers achieve their business goals.

The TAM will also play a key role in driving product adoption and utilization, conducting technical enablement sessions on new releases and features, and working with internal teams to grow accounts by focusing on Annual Recurring Revenue (ARR), Annual Run-Rate Business (ARB), and Average Contract Value (ACV). With a growth mindset, you will identify upsell opportunities, deliver value-driven outcomes, and ensure clients maximize their investment in Automation Anywhere’s platform.

Who you’ll report to:

This role reports to the Manager, TAM - Americas

Location: 

Remote role - ability to work anywhere within the U.S

You will make an impact by being responsible for:

• Product Adoption & Utilization: Working closely with customers to increase product adoption and utilization. Leveraging insights into their business processes to identify opportunities for expanding the use of Automation Anywhere’s solutions, ensuring that clients realize the full potential and value of the platform
• Client Relationship Building: Developing deep relationships with clients, understanding their business goals to help drive the adoption of proactive support mechanisms that maximize customer satisfaction
• Technical Enablement: Delivering targeted enablement sessions on new product releases, features, and upcoming product offerings to ensure clients are fully informed and equipped to utilize the latest solutions. Acting as a subject matter expert to enhance customer knowledge and foster ongoing engagement with new tools
• Growth Mindset & Account Expansion: Collaborating with the sales and customer success teams to drive account growth by focusing on increasing Annual Recurring Revenue (ARR), Annual Run-Rate Business (ARB), and Average Contract Value (ACV). Identifying upsell and cross-sell opportunities within the account to expand the customer’s investment in Automation Anywhere solutions
• Proactive Communication: Providing clients with guidance on avoiding future product or environment-related issues, ensuring their systems run smoothly
• Best Practices & Review: Regularly reviewing Automation Anywhere best practices and support policies with customers, including service levels and escalation procedures
• Quarterly Business Reviews: Leading QBRs to assess continuous improvement areas, share performance metrics, and discuss upcoming projects and initiatives
• Project & Support Tracking: Overseeing weekly cadence calls, monthly/quarterly support reviews, and detailed root cause analyses when necessary to track support activities and aligning with customer goals
• Technical Expertise: Maintaining a deep understanding of Automation Anywhere's products, features, and benefits to effectively address customer needs and help them derive maximum value from the solution
• Customer Advocacy: Serving as the single point of contact for a designated group of clients, ensuring that key customer tickets are prioritized according to business impact. Communicating these priorities clearly to internal teams, including Technical Support, Customer Success, and Sales
• Support Strategy: Planning and managing enterprise-level support activities, utilizing your understanding of client business and product installations to proactively address customer needs
• Incident & Escalation Management: Coordinating the resolution of technical support issues by effectively escalating and managing incidents aligned with customer business priorities to prevent business-critical disruptions
• Cross-Functional Collaboration: Working closely with internal teams to resolve customer challenges, identify growth opportunities, and ensure the continued satisfaction of customers

You will be a great fit if you have: 

• Bachelor’s degree in business, MIS, IT, Computer Science, or a related field
• 8+ years in a customer-facing, technical account management role with hands-on experience in digital technologies
• Familiarity with programming languages such as .NET (C#, C++, VB), Java, or PowerShell
• Basic knowledge of cloud, HA, DR, DNS, HTTP, HTTPS, and DHCP concepts. Networking and InfoSec experience is an advantage
• RPA & SaaS Expertise: Previous experience with RPA platforms like Automation Anywhere, Power Automate, Blue Prism, UiPath, Pega, or Nice
• Knowledge of SaaS and Cloud technologies is a plus. A hands-on cloud is an added advantage
• Certifications: RPA certifications are preferred, or a strong desire to obtain them
• Expertise in Microsoft Office Suite (PowerPoint, Excel, Outlook)
• Basic knowledge of debugging or analysis tools commonly used in day-to-day troubleshooting (e.g., Wireshark, Postman, Fiddler, Chrome Developer Tools, etc.)

You excel in these key competencies: 

• Technical Expertise: In-depth knowledge of the company's products, services, and related technologies, enabling you to address client needs effectively
• Customer-Centric Approach: Exceptional customer service skills to build trust, empathy, and lasting client relationships
• Communication Skills: Ability to articulate technical concepts clearly to both technical and non-technical stakeholders, both in writing and speaking
• Project Management: Proven ability to manage multiple projects simultaneously, prioritize tasks, and ensure that deadlines are met
• Analytical Thinking: Strong analytical skills to identify trends, make data-driven decisions, and solve problems proactively
• Business Acumen: Deep understanding of the company's business model, aligning efforts to achieve business goals and objectives

The base salary range for this position in California, New York, and Washington is $130,000 – $145,000 and outside of those locations is $120,000 – 135,000 a year. The base salary ultimately offered is determined through a review of education, industry experience, training, knowledge, skills, abilities of the applicant in alignment with market data and other factors. This position is also eligible for a discretionary bonus, equity and a full range of medical and other benefits.

Ready to Revolutionize Work? Join Us.

This is an opportunity to work with a global, passionate team pioneering technology that’s redefining the way people work, everywhere. Join us and discover the many ways that you can have an impact, achieve your potential, and go be great.

Job Segment OR Key Words: SaaS, Technical Account Manager, TAM, RPA, Customer Service, Automation Anywhere, Power Automate, Blue Prism, UiPath, Pega, Nice, Cloud

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Benefits and perks you’ll appreciate:

• Flexible work schedule / remote roles
• Unlimited Personal Time Off
• 12 holidays off per year
• 4 days volunteer time off per year
• 4 company “Achievement” days off per year
• Variety of health care and well-being benefits
• Paid family/parental leave
• We are a designated “Best Place to Work” for 2 years in a row! Learn more here
• Newsweek’s Top 100 Most Loved Workplaces in America 2023 – Learn more here