Sr. Manager, Premium Support

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:

We’re seeking a dynamic, results-driven player-coach to lead a team of Technical Account Managers in the Americas Region. In this pivotal role, you’ll recruit, onboard, and mentor top talent while directly managing key accounts to set a standard of excellence. You’ll balance leadership with hands-on engagement, driving impactful post-sales deliverables, championing customer growth, and fostering long-term partnerships to ensure successful renewals. This is your opportunity to lead, innovate, and thrive in a collaborative, high-energy environment where your contributions truly make a difference.

Who you’ll report to:

Sr. Director, Premium Support

Location: 

Remote role - ability to work within any U.S time zone

You will make an impact by being responsible for:

Operations

• Team Leadership & Development: Recruiting, onboarding, mentoring, and developing TAMs to build a high-performing, customer-focused team
• Customer Success Strategy: Defining and executing strategies that enable TAMs to deliver proactive support, drive adoption, and ensure customer satisfaction
• Operational Excellence: Overseeing team operations, including workload distribution, resource allocation, and adherence to service-level agreements (SLAs)
• Escalation Management: Acting as a point of escalation for high-priority customer issues, ensuring timely and effective resolution
• Customer Advocacy: Partnering with cross-functional teams (Product, Engineering, and Sales) to communicate customer feedback and influence product roadmaps
• Metrics & Reporting: Tracking and reporting on team performance metrics, such as Net Promoter Score (NPS), renewal rates, and case resolution times
• Enablement & Best Practices: Driving knowledge-sharing initiatives and equipping TAMs with tools and frameworks to deliver consistent and impactful service
• Strategic Account Oversight: Collaborating with TAMs on key accounts to identify growth opportunities and mitigate risks
• Budget and Resource Planning: Managing team budgets and ensuring efficient utilization of resources
• Continuous Improvement: Identify and implement process improvements to enhance customer experience and team efficiency

Pre-Sales

• Defining and delivering tailored solutions for prospective accounts aligned with business goals
• Enabling collaboration across Sales, Services, Customer Success, Marketing, and other teams for streamlined execution
• Developing marketing collateral, sales enablement materials, and go-to-market (GTM) plans
• Driving business development for key and growth accounts with strategic engagement
• Facilitating cross-team interlocks and represent team updates in strategic meetings

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Onboarding

• Collaborating with internal teams to ensure smooth deal processing and resource allocation
• Leading customer onboarding, kickoff plans, and introductions to set projects up for success
• Updating account plans and ensure alignment on goals

Value Delivery

• Building and enabling a high-performing team to deliver proactive, value-added services
• Driving platform adoption, mitigating risks, and ensuring contractual commitments are met
• Identifying upsell opportunities, preparing for renewals, and advocating for customer needs
• Conducting quarterly business reviews (QBRs) and develop customer success stories
• Tracking metrics such a