Sr Manager, Technical Account Management

Copado•New Orleans, LA

About The Position

As the Sr Manager of Copado’s Americas Technical Account Management (TAM) team, this player-coach guides a skilled team of TAMs while advancing 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 balances team mentorship with technical leadership, aligns domain expertise to complex customer environments, and serves as the primary leadership escalation point for critical challenges. It partners closely with Customer Success, Support, and Product to drive proactive engagements, operationalize customer journeys, and advocate for customer needs.

Requirements

Extensive experience 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 with 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 move between tactical troubleshooting, team mentorship, and long-term enterprise DevOps transformation strategy.
Strong cross-functional collaboration and communication skills, including 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 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 supporting Signature Success customers communicate proactively, improve account health toward target benchmarks, and articulate the value of ongoing engagement.
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 CI/CD, Copado Robotic Testing (CRT), and Copado AI (Agentia).
Oversee regional delivery of the Success Engineering Service Catalogue, including Git Health Checks, CI/CD Setup Checks, State of DevOps Reviews, and AI Assessments.
Guide the team in defining, updating, and delivering DevOps and QA Maturity Roadmaps for strategic enterprise accounts.
Serve 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 global product roadmaps.