Senior Technical Account Manager, Automation Anywhere
$135-150k
+ Eligible for a discretionary bonus and equity
Enterprise AI agents for business processes
Posted today
Enterprise AI agents for business processes
1001+ employees
Posted today
$135-150k
+ Eligible for a 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 business, MIS, IT, Computer Science, or a related field
- 7+ 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.)
- 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
What the job involves
- 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
- This role reports to the Manager, TAM - Americas
- Product Adoption & Utilization: You'll be 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
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
13% employee growth in 12 months
Company
Company HQ
North San Jose, San Jose, CA
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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