Sr. Technical Account Manager - Remote Eligible

Technical Account Manager

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry's first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.

Role Overview

As a Technical Account Manager (TAM), you will be responsible for ensuring the success and satisfaction of customers using Automation Anywhere solutions. You will act as a trusted technical advisor, helping customers adopt, optimize, and scale their automation programs while delivering measurable business value. This role focuses on proactive engagement, technical enablement, and operational excellence across customer accounts. You will partner closely with customer stakeholders, internal teams, and support functions to drive adoption, resolve challenges, and contribute to account growth.

Key Responsibilities

• Customer Engagement & Relationship Management: Build and maintain strong relationships with key customer stakeholders, acting as the primary technical point of contact. Understand customer business goals and align Automation Anywhere solutions to drive value. Conduct regular touchpoints, health checks, and status reviews to ensure customer success.
• Technical Enablement & Support: Provide technical guidance on product capabilities, implementations, and best practices. Assist customers with solution design, integrations, and troubleshooting. Deliver training sessions, workshops, and enablement programs to customer teams.
• Adoption & Value Realization: Drive product adoption and usage across customer environments. Track key success metrics and ensure customers achieve desired outcomes. Support customers in scaling their automation programs effectively.
• Account Growth Support: Partner with Sales to identify opportunities for expansion across license base, product offerings, new lines of business (LOBs), and engagement with new stakeholders and leaders. Contribute to account planning and support upsell/cross-sell initiatives. Participate in Quarterly Business Reviews (QBRs) and strategic discussions.
• Issue & Escalation Management: Act as the point of contact for managing technical issues and escalations. Coordinate with internal teams to ensure timely resolution. Ensure clear communication and updates to stakeholders throughout issue resolution.
• Customer Advocacy: Represent customer feedback internally to improve products and services. Share best practices and success stories across accounts.

Qualifications

Educational Background: Bachelor's degree in Computer Science, IT, MIS, Business, or related field.

Experience: 4–10 years in technical account management, customer success, or a similar technical customer-facing role. Experience working with enterprise or mid-market customers.

Technical Skills: Working knowledge of Automation Anywhere products and RPA concepts. Awareness of Agentic AI, APA (Agentic Process Automation), APIs, and AI-driven automation offerings within Automation Anywhere. Familiarity with programming/scripting languages (e.g., Python, Java, .NET, PowerShell). Experience with APIs, integrations, and tools like Postman. Understanding of cloud platforms (AWS, Azure, GCP) and SaaS environments. Basic understanding of enterprise IT concepts such as networking, security, and system architecture.

Certifications (Preferred): RPA certifications (Automation Anywhere or similar). Cloud certifications (AWS, Azure, Google Cloud).

Key Competencies: Customer Focus: Strong commitment to delivering value and ensuring customer success. Technical Problem Solving: Ability to troubleshoot and resolve technical issues effectively. Communication Skills: Ability to clearly communicate technical concepts to both technical and non-technical stakeholders. Collaboration: Strong ability to work cross-functionally with Sales, Support, and Product teams. Execution & Ownership: Proactive, organized, and accountable for driving outcomes.