Sr. Technical Account Manager

About Us:

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first 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 AI-powered automation. Learn more at www.automationanywhere.com

Our opportunity:

As a Technical Account Manager (TAM) at Automation Anywhere, you will be instrumental in ensuring customer success by managing and enhancing enterprise-level 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 Anywhere’s solutions. By collaborating closely with cross-functional 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 Run-Rate Business (ARB), and Average Contract Value (ACV). With a growth mindset, you will identify upsell opportunities, deliver value-driven outcomes, and ensure clients maximize their investment in Automation Anywhere’s platform.

Who you’ll report to:

This role reports to the Manager, TAM -  Americas

Location: 

Remote role - ability to work anywhere within the U.S

You will make an impact by being responsible for:

• Product Adoption & Utilization: Working closely with customers to increase product adoption and utilization. Leveraging insights into their business processes to identify opportunities for expanding the use of Automation Anywhere’s solutions, ensuring that clients realize the full potential and value of the platform
• Client Relationship Building: Developing deep relationships with clients, understanding their business goals to help drive the adoption of proactive support mechanisms that maximize customer satisfaction
• Technical Enablement: Delivering 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. Acting as a subject matter expert to enhance customer knowledge and foster ongoing engagement with new tools
• Growth Mindset & Account Expansion: Collaborating with the sales and customer success teams to drive account growth by focusing on increasing Annual Recurring Revenue (ARR), Annual Run-Rate Business (ARB), and Average Contract Value (ACV). Identifying upsell and cross-sell opportunities within the account to expand the customer’s investment in Automation Anywhere solutions
• Proactive Communication: Providing clients with guidance on avoiding future product or environment-related issues, ensuring their systems run smoothly
• Best Practices & Review: Regularly reviewing Automation Anywhere best practices and support policies with customers, including service levels and escalation procedures
• Quarterly Business Reviews: Leading QBRs to assess continuous improvement areas, share performance metrics, and discuss upcoming projects and initiatives
• Project & Support Tracking: Overseeing weekly cadence calls, monthly/quarterly support reviews, and detailed root cause analyses when necessary to track support activities and aligning with customer goals
• Technical Expertise: Maintaining a deep understanding of Automation Anywhere's products, features, and benefits to effectively address customer needs and help them derive maximum value from the solution
• Customer Advocacy: Serving as the single point of contact for a designated group of clients, ensuring that key customer tickets are prioritized according to business impact. Communicating these priorities clearly to internal teams, including Technical Support, Customer Success, and Sales
• Support Strategy: Planning and managing enterprise-level support activities, utilizing your understanding of client business and product installations