TAM
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About Us
Automation Anywhere is a leader in AIpowered process automation that puts AI to work across organizations. The companys Automation Success Platform is powered with specialized AI generative AI and offers process discovery RPA endtoend process orchestration document processing and analytics with a security and governancefirst 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 AIpowered automation. Learn more at
As a Technical Account Manager (TAM) at Automation Anywhere you will be instrumental in ensuring customer success by managing and enhancing enterpriselevel support activities. In this role you will act as a trusted advisor to customers guiding them through best practices resolving technical issues and driving the adoption of Automation Anywheres solutions. By collaborating closely with crossfunctional teams you will ensure proactive communication resolve escalations and build strong relationships that help customers achieve their business goals.
The TAM will also play a key role in driving product adoption and utilization conducting technical enablement sessions on new releases and features and working with internal teams to grow accounts by focusing on Annual Recurring Revenue (ARR) Annual RunRate Business (ARB) and Average Contract Value (ACV). With a growth mindset you will identify upsell opportunities deliver valuedriven outcomes and ensure clients maximize their investment in Automation Anywheres platform
Key Responsibilities:
- Product Adoption & Utilization: Work closely with customers to increase product adoption and utilization. Leverage insights into their business processes to identify opportunities for expanding the use of Automation Anywheres solutions ensuring that clients realize the full potential and value of the platform.
- Client Relationship Building: Develop deep relationships with clients understanding their business goals to help drive the adoption of proactive support mechanisms that maximize customer satisfaction.
- Technical Enablement: Deliver targeted enablement sessions on new product releases features and upcoming product offerings to ensure clients are fully informed and equipped to utilize the latest solutions. Act as a subject matter expert to enhance customer knowledge and foster ongoing engagement with new tools.
- Growth Mindset & Account Expansion: Collaborate with the sales and customer success teams to drive account growth by focusing on increasing Annual Recurring Revenue (ARR) Annual RunRate Business (ARB) and Average Contract Value (ACV). Identify upsell and crosssell opportunities within the account to expand the customers investment in Automation Anywhere solutions.
- Proactive Communication: Guide clients to avoid future product or environmentrelated issues ensuring their systems run smoothly.
- Best Practices & Review: Regularly review Automation Anywhere best practices and support policies with customers including service levels and escalation procedures.
- Quarterly Business Reviews: Lead QBRs to assess continuous improvement areas share performance metrics and discuss upcoming projects and initiatives.
- Project & Support Tracking: Oversee weekly cadence calls monthly/quarterly support reviews and detailed root cause analyses when necessary to track support activities and align with customer goals.
- Technical Expertise: Maintain a deep understanding of Automation Anywheres products features and benefits to effectively address customer needs and help them derive maximum value from the solution.
- Customer Advocacy: Serve as the single point of contact for a designated group of clients ensuring that key customer tickets are prioritized according to business impact. Communicate these priorities clearly to internal teams including Technical Support Customer Success and Sales.
- Support Strategy: Plan and manage enterpriselevel support activities utilizing your understanding of client business and product installations to proactively address customer needs.
- Incident & Escalation Management: Coordinate the resolution of technical support issues by effectively escalating and managing incidents aligned with customer business priorities to prevent businesscritical disruptions.
- CrossFunctional Collaboration: Work closely with internal teams to resolve customer challenges identify growth opportunities and ensure the continued satisfaction of customers.
Qualifications:
- Educational Background: Bachelors degree in business MIS IT Computer Science or a related field.
- Experience: 8 years in a customerfacing technical account management role with handson experience in digital technologies.
- Technical Skills:
- Familiarity with programming languages such as .NET (C# C VB) Java or PowerShell.
- Basic knowledge of cloud HA DR DNS HTTP HTTPS and DHCP concepts. Networking and InfoSec experience is an advantage.
- RPA & SaaS Expertise: Previous experience with RPA platforms like Automation Anywhere Power Automate Blue Prism UiPath Pega or Nice.
- Knowledge of SaaS and Cloud technologies is a plus. A handson cloud is an added advantage.
- Certifications: RPA certifications are preferred or a strong desire to obtain them.
- Proficient Tools:
- Expertise in Microsoft Office Suite (PowerPoint Excel Outlook).
- Basic knowledge of debugging or analysis tools commonly used in daytoday troubleshooting (e.g. Wireshark Postman Fiddler Chrome Developer Tools etc..
Key Competencies:
- Technical Expertise: Indepth knowledge of the companys products services and related technologies enabling you to address client needs effectively.
- CustomerCentric Approach: Exceptional customer service skills to build trust empathy and lasting client relationships.
- Communication Skills: Ability to articulate technical concepts clearly to both technical and nontechnical stakeholders both in writing and speaking.
- Project Management: Proven ability to manage multiple projects simultaneously prioritize tasks and ensure that deadlines are met.
- Analytical Thinking: Strong analytical skills to identify trends make datadriven decisions and solve problems proactively.
Business Acumen: Deep understanding of the companys business model aligning efforts to achieve business goals and objectives.
All unsolicited resumes submitted to any @ email address whether submitted by an individual or by an agency will not be eligible for an agency fee.
Employment Type
Full-Time
