Sr Manager, Technical Account Management
About The Position
As the Sr Manager of the Americas TAM team, this player-coach leads and develops Technical Account Managers while championing DevOps maturity, product adoption, and technical health for global enterprise customers. Reporting to the leader of the Technical Excellence team, the role oversees execution of high-priority and strategically critical success packages across all regions. The position combines team mentorship with technical leadership, aligning domain expertise to complex customer environments and serving as the primary leadership escalation point for critical challenges. It partners with Customer Success, Support, and Product teams to drive proactive engagements, operationalize customer journeys, and advocate for customer needs across the organization.
Requirements
- Extensive background in technical, customer-facing roles such as Technical Account Management, Solutions Architecture, or Professional Services.
- Demonstrated experience mentoring or leading technical teams.
- Hands-on implementation experience within Salesforce DevOps, CI/CD pipelines, and automated testing ecosystems.
- Senior-level customer engagement experience, including leading strategic advisory sessions and technical reviews with enterprise IT and engineering leadership.
- Strong operational command of case management, SLA/KPI adherence, and incident escalation processes.
- Familiarity with or working knowledge of testing automation and AI-driven development workflows.
- Ability to shift between tactical troubleshooting, team mentorship, and long-term enterprise DevOps transformation strategy.
- Strong cross-functional collaboration and communication skills, with experience partnering with Customer Success, Support, and Product organizations.
Responsibilities
- Lead, mentor, and coach specialized TAMs across Dedicated and Catalog-based engagement models, developing skills in advanced customer management, executive communication, and objection handling.
- Manage case assignments, workflows, and operational follow-ups to meet dedicated KPIs and initial response-time targets.
- Ensure TAMs assigned to Signature Success customers maintain proactive communication, improve account health toward target benchmarks, and articulate ongoing engagement value.
- Partner with the Elite Deployment Squad (EDS) and Customer Success teams to execute success plans, formalize account strategies, and align customer journeys globally.
- Ensure team enablement and hands-on delivery expertise across Copado's core domains, including CI/CD, Copado Robotic Testing (CRT), and Copado AI (Agentia).
- Oversee regional delivery of the Success Engineering Service Catalogue, maintaining consistent quality across Git Health Checks, CI/CD Setup Checks, State of DevOps Reviews, and AI Assessments.
- Guide the team in defining, updating, and delivering actionable DevOps and QA Maturity Roadmaps for strategic enterprise accounts.
- Act as the primary technical sponsor and leadership escalation point for high-risk or high-value accounts, directing complex architectural remediations.
- Partner with Support teams to enforce tailored case-monitoring workflows and rapidly resolve production-stopping issues.
- Aggregate technical feedback, adoption trends, and platform friction to represent the voice of the customer in shaping global product roadmaps.
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive health, dental, and vision insurance
- 401(k) Plan
- Paid Time Off
- Wellness Perks
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
