Technical Account Manager

Copado•Chicago, IL

11d•$120,000 - $145,000•Onsite

About The Position

The Technical Account Manager (TAM) for Copado Agentia is a highly technical, strategic advisor supporting Success customers and driving AI and platform adoption across customer organizations. The role provides hands-on, day-to-day guidance and establishes DevOps and AI best practices with customer engineering and release management teams. The TAM acts as a technical partner and an extension of the customer's delivery team, collaborating with global cross-functional teams to solve deployment and pipeline challenges and accelerate adoption. The position uses expertise in Copado Agentia Metadata and Source Format Pipelines to optimize release delivery, branching strategies, and AI-driven platform workflows. The TAM owns the full account lifecycle, develops tailored success plans, and serves as a technical expert helping customers scale DevOps and AI programs, reduce release risk, and maximize the value of Copado tools.

Requirements

Proven expertise in Salesforce DevOps, including designing, implementing, and scaling CI/CD pipelines using Copado Metadata Pipelines and/or Copado Source Format Pipelines.
Strong proficiency in Salesforce metadata management, including SFDX source format, Salesforce CLI operations, and metadata API concepts.
Hands-on experience with Copado Agentia operations, including commit, promote, deploy, validation deployments, quick deployments, and deployment task configuration such as Apex scripts and manual tasks.
Solid understanding of Git version control, including branching strategies, merge conflict resolution, and repository management for Salesforce delivery.
Experience with Salesforce platform architecture and Salesforce DevOps delivery cycles across sandbox, scratch org, and production environments.
Familiarity with CI/CD integrations, including Git providers (GitHub, GitLab, Bitbucket), ALM tools (Jira, Azure DevOps), and pipeline automation through APIs and webhooks.
Ability to translate complex technical concepts into clear, actionable guidance for technical and non-technical stakeholders.
Strong customer-facing communication skills and experience managing enterprise or strategic accounts.
Ability to work cross-functionally and thrive in a fast-paced, globally distributed team environment.

Responsibilities

Serve as the primary technical point of contact for Signature Success and Success+ customers, building trusted relationships with release managers, senior developers, and DevOps leads.
Conduct regular Copado Agentia platform health checks and identify gaps in pipeline configuration, branching strategy, deployment reliability, and metadata management.
Provide hands-on technical guidance on Copado Source Format and Metadata Pipelines, including commit, promote, and deploy operations, conflict resolution, and environment variable management.
Guide customers on pipeline design and optimization, including branching strategies, user story workflows, back-promotion patterns, and multi-environment release governance.
Advise on Salesforce metadata management best practices, including nested metadata, destructive changes, profile and permission set deployments, and SFDX source format adoption.
Support customer configuration and extension of Quality Gates and the Quality Integration Framework (QIF), embedding automated quality checks throughout pipelines.
Guide customers through DevOps integrations with Git providers, ALM tools such as Jira, and external systems using the Actions API and Webhooks.
Develop and deliver tailored best-practice frameworks for pipeline architecture, deployment task automation, data deployments, and release scheduling.
Collaborate with Support, Engineering, and Product teams to escalate, triage, and resolve complex technical issues, serving as a bridge between customers and resolution teams.
Own and drive customer success plans, align platform capabilities with business objectives, and track outcomes such as deployment frequency, lead time, change failure rate, and release confidence.
Identify risks to customer health early and proactively engage stakeholders to address them before they affect delivery.
Deliver enablement sessions, workshops, and documentation to upskill customer teams and promote self-sufficiency across Copado Agentia.
Champion an AI-first mindset to accelerate AI and platform adoption across customer release workflows and DevOps teams.
Advocate for customer needs internally and channel product feedback to influence the Copado Agentia roadmap.