Technical Account Manager - Remote Eligible

Technical Account Manager - India

Automation Anywhere is seeking a highly driven and customer-obsessed Technical Account Manager (TAM) to join our India Premium Support organization. As a TAM, you will serve as a trusted advisor to some of our largest and most strategic customers, driving enterprise automation maturity, maximizing product adoption, and ensuring a world-class customer experience. You will work at the intersection of technical depth, business acumen, customer advocacy, and operational excellence, partnering closely with Customer Success, Support, Engineering, Product, and Account teams to deliver measurable outcomes.

Core Responsibilities

1. Empowering Strategic Transformation through Technology Alignment As a strategic advisor, the TAM accelerates customer value realization by ensuring tight alignment between Automation Anywhere's capabilities and the customer's business priorities.

• Build and maintain a trusted long-term partnership through ongoing engagement and strategic alignment sessions.
• Facilitate identification, expansion, and scaling of automation use cases within the customer's ecosystem.
• Align product capabilities with the customer's automation roadmap and change-management plans.
• Empower business growth by promoting adoption of cutting-edge automation and AI technologies.

2. Proactively Identifying Risks & Uncovering Opportunities to Prevent Operational Disruptions The TAM ensures customers operate in a stable, secure, and scalable environment through proactive oversight.

• Lead proactive problem management initiatives and share best practices to improve operational resilience.
• Perform trend and pattern analysis to detect recurring issues and drive preventive actions.
• Conduct regular proactive health checks to identify anomalies and prevent potential incidents.
• Engage subject matter experts (SMEs) to provide deep insights, architectural guidance, and operational recommendations.
• Maintain proactive communication on product updates, platform changes, deprecations, and best-practice advisories.
• Guide customers through release planning, readiness validation, and upgrade preparation.

3. Incident & Escalation Management for Business Continuity When critical issues arise, the TAM ensures rapid mobilization, efficient coordination, and clear communication.

• Drive timely incident resolution by aligning resource urgency with customer business impact.
• Provide consistent, concise, and transparent communication during critical escalations.
• Facilitate documentation of lessons learned, probable cause, and corrective or preventive actions.
• Collaborate closely with product, support, and engineering teams to accelerate troubleshooting and resolution.

4. Accelerating Product Adoption & Maximizing Customer Value TAMs champion product capabilities to help customers unlock the full value of their automation investments.

• Evangelize platform features and new innovations through targeted enablement initiatives.
• Drive enterprise-wide adoption by sharing best practices, maturity models, and industry benchmarks.
• Identify underutilized features or modules and activate them to generate incremental value.
• Capture usability concerns and partner with product teams to influence enhancements or fixes.

5. Account Management, Governance & Executive Alignment TAMs maintain structured governance and consistent engagement with customer leadership.

• Collaborate with cross-functional internal teams and customer stakeholders across Business, IT, and CoE.
• Conduct regular cadence meetings, service reviews, and strategic business reviews (QBRs/MBRs).
• Assess progress against commitments, evolving priorities, upcoming initiatives, and automation KPIs.
• Track performance against success metrics, report outcomes, and align on forward actions.

General Responsibilities

• Drive high customer satisfaction and deliver an exceptional Premium Support experience.
• Lead continuous improvement initiatives using data-driven insights and account-specific analytics.
• Participate in ticket triage, prioritization, and cross-team collaboration to expedite resolution.
• Maintain a strong understanding of incident, problem, and release management processes.
• Work effectively in high-pressure environments and manage multiple concurrent priorities.
• Participate in after-hours on-call rotations for critical customer issues.
• Travel as required (20%+, primarily domestic) to support customer engagements and reviews.

Qualifications

• Bachelor's/Master's degree in Engineering or equivalent technical discipline.
• 8+ years in technical customer-facing roles such as Technical Account Manager, Technical Support Manager, Customer Success, Solutions Engineering, or Professional Services.
• Excellent English communication skills—written, verbal, and presentation—capable of engaging CXO-level leadership.
• Proven experience troubleshooting and advising on enterprise-level architecture, applications, or infrastructure.
• Strong problem-solving ability with a passion for learning new technologies and translating them into customer value.
• Ability to work cross-functionally in a dynamic, fast-paced environment.