TAM

Job Description

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 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 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 Anywhere’s 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 Run-Rate Business (ARB), and Average Contract Value (ACV). Identify upsell and cross-sell opportunities within the account to expand the customer’s investment in Automation Anywhere solutions. Proactive Communication: Guide clients to avoid future product or environment-related 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 Anywhere's 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 enterprise-level 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 business-critical disruptions. Cross-Functional Collaboration: Work closely with internal teams to resolve customer challenges, identify growth opportunities, and ensure the continued satisfaction of customers. Qualifications Educational Background: Bachelor’s degree in business, MIS, IT, Computer Science, or a related field. Experience: 8+ years in a customer-facing, technical account management role with hands-on 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 hands-on 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 day-to-day troubleshooting (e.g., Wireshark, Postman, Fiddler, Chrome Developer Tools, etc.). Key Competencies Technical Expertise: In-depth knowledge of the company's products, services, and related technologies, enabling you to address client needs effectively. Customer-Centric 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 non-technical 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 data-driven decisions, and solve problems proactively. Business Acumen: Deep understanding of the company's business model, aligning efforts to achieve business goals and objectives. All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.