Senior Manager of Premium Support, Automation Anywhere
$175-190k
Plus discretionary bonus and equity
Enterprise AI agents for business processes
Be an early applicant
Enterprise AI agents for business processes
1001+ employees
Be an early applicant
$175-190k
Plus discretionary bonus and equity
1001+ employees
Company mission
To democratize automation and create a better future for everyone, liberating people from mundane, repetitive tasks, and allowing them more time to use their intellect and creativity.
Role
Who you are
- Bachelor’s degree in a related field
- 10+ years of professional experience, with a strong background in Technical Account Management, Customer Success, or similar roles
- Experience with leadership and coaching a technical support team
- Proven expertise in pre-sales processes, business development, and go-to-market (GTM) strategies
- Demonstrated success in managing complex deals, ensuring seamless order closures, and delivering value-added services
- Technical proficiency to provide architectural and infrastructure guidance to customers
- Experience managing strategic customer cohorts, such as high-value or key accounts (e.g., Top 100 accounts)
- Familiarity with customer success metrics, including CSAT (Customer Satisfaction), ART (Average Resolution Time), and backlog management
- Proven ability to identify upsell opportunities and drive renewal readiness initiatives
- Exceptional analytical skills for forecasting, risk mitigation, and renewal strategy development
- Strong communication and collaboration skills to effectively align cross-functional teams and foster teamwork
- The ability to define and deliver solutions that align with business goals and identify opportunities for growth and optimization
- Exceptional skill in aligning cross-functional teams (Sales, Customer Success, Marketing, etc.) to streamline processes and achieve shared objectives
- A proactive approach to addressing challenges, resolving issues, and adapting strategies to meet changing customer or business needs
- A commitment to understanding customer needs, advocating for them internally, and delivering solutions that ensure long-term satisfaction and success
What the job involves
- We’re seeking a dynamic, results-driven player-coach to lead a team of Technical Account Managers in the Americas Region
- In this pivotal role, you’ll recruit, onboard, and mentor top talent while directly managing key accounts to set a standard of excellence
- You’ll balance leadership with hands-on engagement, driving impactful post-sales deliverables, championing customer growth, and fostering long-term partnerships to ensure successful renewals
- This is your opportunity to lead, innovate, and thrive in a collaborative, high-energy environment where your contributions truly make a difference
- Who you’ll report to: Sr. Director, Premium Support
- Team Leadership & Development: Recruiting, onboarding, mentoring, and developing TAMs to build a high-performing, customer-focused team
- Customer Success Strategy: Defining and executing strategies that enable TAMs to deliver proactive support, drive adoption, and ensure customer satisfaction
- Operational Excellence: Overseeing team operations, including workload distribution, resource allocation, and adherence to service-level agreements (SLAs)
- Escalation Management: Acting as a point of escalation for high-priority customer issues, ensuring timely and effective resolution
- Customer Advocacy: Partnering with cross-functional teams (Product, Engineering, and Sales) to communicate customer feedback and influence product roadmaps
- Metrics & Reporting: Tracking and reporting on team performance metrics, such as Net Promoter Score (NPS), renewal rates, and case resolution times
- Enablement & Best Practices: Driving knowledge-sharing initiatives and equipping TAMs with tools and frameworks to deliver consistent and impactful service
- Strategic Account Oversight: Collaborating with TAMs on key accounts to identify growth opportunities and mitigate risks
- Budget and Resource Planning: Managing team budgets and ensuring efficient utilization of resources
- Continuous Improvement: Identify and implement process improvements to enhance customer experience and team efficiency
- Defining and delivering tailored solutions for prospective accounts aligned with business goals
- Enabling collaboration across Sales, Services, Customer Success, Marketing, and other teams for streamlined execution
- Developing marketing collateral, sales enablement materials, and go-to-market (GTM) plans
- Driving business development for key and growth accounts with strategic engagement
- Facilitating cross-team interlocks and represent team updates in strategic meetings
- Collaborating with internal teams to ensure smooth deal processing and resource allocation
- Leading customer onboarding, kickoff plans, and introductions to set projects up for success
- Updating account plans and ensure alignment on goals
- Building and enabling a high-performing team to deliver proactive, value-added services
- Driving platform adoption, mitigating risks, and ensuring contractual commitments are met
- Identifying upsell opportunities, preparing for renewals, and advocating for customer needs
- Conducting quarterly business reviews (QBRs) and develop customer success stories
- Tracking metrics such as resolution time, satisfaction scores, and backlog to improve outcomes
- Mitigating risks and develop strategies to ensure successful service renewals
- Aligning with Sales and Customer Success teams to grow accounts in line with business goals
- Conducting win/loss analyses to refine strategies and maintain strong relationships
Our take
Although technology is supposed to save labor, often it doesn't feel like it, with the average desk worker stuck carrying out an increasing number of repetitive manual tasks just to make their growing software stack function. Enter Automation Anywhere, a provider of robotic process automation (RPA) software designed to handle tedious repetitive functions, freeing teams for more productive work.
RPA is a highly competitive field, with firms like Celonis attracting vast amounts of funding and Microsoft beginning to bundle RPA functionality with its business packages. What helps Automation Anywhere stand out is its use of AI to discover the processes that can be automated within a company, a task that is usually carried out by expensive consultancy firms. This has allowed Automation Anywhere to grow a huge client base, including the likes of the NHS, Dell and Staley Black & Decker.
Fueled by partnerships with Microsoft, AWS, and PwC India, Automation Anywhere is accelerating its leadership in AI-powered automation. These collaborations allow the company to deliver cutting-edge solutions and aid in its continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company values
- Passion: Driven by curiosity, a sense of adventure, and joyful perseverance, Passion is first on our values list. Only the passionate can change the world because they keep trying until they get it right
- Innovation: Every employee offers creative skills and ideas to delight our customers. We are comfortable questioning accepted wisdom and moving on when we hit bumps in the road. We feel empowered to be bold, take action, solve problems
- Customer First: We all have internal or external customers and are responsible for their experience and success, anytime, anywhere. Proactive, trusted advisors, we exemplify caring, loyalty, and commitment
- One Team, One Goal: Our best ideas take shape when we are approachable, inclusive, accessible, respectful and easy to work with. We share thoughts and plans to gain support and agreement. We jointly establish a common goal to work toward
Company HQ
North San Jose, San Jose, CA
Articles
Leadership
Mihir Shukla
(Co-Founder & CEO)Previously the Director of Engineering at E2Open and Infoseek, and a Consultant at Netscape.
Neeti Mehta Shukla
(Co-Founder & Social Impact Officer)Previously a Marketing Research Consultant for Intuit. They are also a Limited Partner at Kalaari Capital and CXXO Champion for CXXO.
Rushabh Parmani
(Co-Founder & Chief Customer Officer)Before co-founding Automation Anywhere they were a Software Engineer at Siebel Systems.
Ankur Kothari
(Co-Founder & COO)Previously a member of the Core Group in Siebel Systems. Since co-founding Automation Anywhere, they have been a CRO, COO, CSO and Chief Customer & Strategy Officer before becoming COO in 2023.
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