Technical Account Manager

Copado•New Orleans, LA

16h•Onsite

About The Position

The Technical Account Manager (TAM) for Copado Agentia is a highly technical, strategic advisor dedicated to supporting our Success customers. We are looking for AI-first mindset individuals who are passionate about driving AI and platform adoption across customer organizations. Moving beyond the traditional scope of account management, this position requires a strong technical aptitude to provide hands-on, day-to-day guidance and establish DevOps and AI best practices directly with customer engineering and release management teams. In this role, you will act as a technical partner and a true extension of the customer's delivery team. You will work closely with global cross-functional teams, collaborating creatively to solve complex deployment and pipeline challenges and accelerate AI and platform adoption to deliver seamless customer experiences. You will leverage deep technical expertise in Copado Agentia, including both Metadata and Source Format Pipelines, to optimize release delivery, streamline branching strategies, and drive AI-driven platform workflows. You will own the full account lifecycle, drive tailored success plans, and act as the definitive technical expert to help customers scale their DevOps and AI programs efficiently, reduce release risk, and maximize the value of Copado tools.

Requirements

Proven expertise in Salesforce DevOps, with a track record of designing, implementing, and scaling robust 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: commit, promote, deploy, validation deployments, quick deployments, and deployment task configuration (Apex scripts and manual tasks)
Solid understanding of Git version control concepts, including branching strategies, merge conflict resolution, and repository management in the context of Salesforce delivery
Experience working with Salesforce platform architecture and a deep understanding of 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 via APIs and webhooks
Proven ability to translate complex technical concepts into clear, actionable guidance for both technical and non-technical stakeholders
Strong customer-facing communication skills, with 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 advisor relationships with release managers, senior developers, and DevOps leads
Conduct regular Copado Agentia platform health checks, proactively identifying gaps in pipeline configuration, branching strategy, deployment reliability, and metadata management
Provide hands-on technical guidance on Copado Source Format Pipelines and Metadata Pipelines, including commit, promote, and deploy operations, conflict resolution, and environment variable management
Guide customers through pipeline design and optimization, covering branching strategies, user story workflows, back-promotion patterns, and multi-environment release governance
Advise on Salesforce metadata management best practices, including nested metadata handling, destructive changes, profile and permission set deployments, and SFDX source format adoption
Support customers in configuring and extending Quality Gates and the Quality Integration Framework (QIF), embedding automated quality checks at every stage of the pipeline
Guide customers through DevOps integrations, connecting Copado pipelines with Git providers, ALM tools such as Jira, and external systems via the Actions API and Webhooks
Develop and deliver tailored best practice frameworks covering pipeline architecture, deployment task automation (Apex scripts, manual tasks), data deployments, and release scheduling
Collaborate closely with Copado's internal Support, Engineering, and Product teams to escalate, triage, and resolve complex technical issues, acting as a bridge between the customer and resolution teams
Own and drive customer success plans, aligning platform capabilities to business objectives and tracking measurable outcomes such as deployment frequency, lead time, change failure rate, and release confidence
Identify risks to customer health early and proactively engage stakeholders to course-correct before issues impact delivery
Deliver enablement sessions, workshops, and documentation to upskill customer teams and drive 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, channeling product feedback to influence the Copado Agentia roadmap