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

Automation Anywhere is the leader in intelligent automation solutions that put AI to work across every aspect of an organization. The company’s Automation Success Platform is infused with generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. With more than 5,000 customers worldwide, Automation Anywhere enables organizations 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 intelligent automation. Learn more at http://www.automationanywhere.com. 

Automation Anywhere is looking for a self-motivated, highly professional Support Technical Account Manager to join our Premium Support Team. This position will be responsible for building and maintaining trusted advisory post-sales support relationships with a designated set of Automation Anywhere’s largest, most complex, and Premium customers.

In partnership with the Customer Success and Technical Support teams, the candidate will engage with their customers’ Business and IT management team to provide a superior technical support experience. The Technical Account Manager coordinates proactive and reactive efforts within Automation Anywhere to ensure - product adoption, premium customer experience, trusted technical advisory, and accelerate the resolution of all incidents through collaboration, regular service reviews, and focused management of critical incidents. 

Responsibilities:

1. Own and drive adoption and utilization of Automation Anywhere's products within designated accounts.

2. Build and nurture executive-level relationships with senior business and technical stakeholders to establish trust and alignment on customer objectives.

3. Deliver quarterly business reviews to discuss achievements, future plans, and ensure alignment with customer objectives.

4. Lead support activities to maintain high customer satisfaction levels, coordinating proactive and reactive efforts to resolve incidents promptly.

5. Collaborate with cross-functional teams to identify and address customer focus areas through continuous improvement initiatives.

6. Participate actively in product Voice of Customer (VoC), addressing red accounts, and handling critical escalations.

7. Conduct root cause analyses (RCAs) to implement corrective measures and measure results, ensuring ongoing improvement.

8. Work closely with internal stakeholders including Customer Support, Customer Success, Engineering, Product Management, and Account Management to drive customer success.

9. Provide after-hours on-call support for critical customer issues as needed.

10. Travel domestically, sometimes at short notice, up to 20%+ for customer engagements.

Qualifications:

1. Strong fluency in English, with excellent communication (written and verbal), organizational, time management, and leadership skills. Fluency in French and/or German would be an advantage.

2. Bachelor's or Master's degree in engineering or related field.

3. Minimum of 8 years of experience in technical customer-facing roles such as Technical Support Manager, Technical Account Manager, Customer Success, Sales Engineer, or Professional Services.

4. Demonstrated ability to learn new technologies quickly and apply them effectively in a customer-facing environment.

5. Comfortable presenting to all levels within an organization, including CXO-Level executives.

6. Proficient in troubleshooting enterprise-level infrastructure, applications, or architecture.

Automation Anywhere is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Reasonable adjustments will be made for disabilities where this is practicable. Job descriptions may be amended by Automation Anywhere from time to time as the business needs dictate and the list of responsibilities they set out are not exhaustive.  Please note that we use automated decision-making technologies. If you don’t want us to do this, please let us know by reaching out to [email protected].  You have the right to request a human review of your application. 

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