Sr. Manager, Premium Support

About UsAutomation 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.comOur OpportunityWe’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 ToSr. Director, Premium SupportLocation:Remote role - ability to work within any U.S time zoneYou Will Make An Impact By Being Responsible ForOperations• 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 efficiencyPre-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 meetingsOnboarding• 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 goalsValue 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 as resolution time, satisfaction scores, and backlog to improve outcomesRenewals• Mitigating risks and develop strategies to ensure successful service renewals• Aligning with Sales and Customer Success teams to grow accounts in line with business goals• Conducting win/loss analyses to refine strategies and maintain strong relationshipsYou Will Be a Great Fit If You Have• Bachelor’s degree in a related field• 10+ years of professional experience, with a strong background in Technical Account Management, Customer Success, or similar roles• Experience with leadership and coaching a technical support team• Proven expertise in pre-sales processes, business development, and go-to-market (GTM) strategies• Demonstrated success in managing complex deals, ensuring seamless order closures, and delivering value-added services• Technical proficiency to provide architectural and infrastructure guidance to customers• Experience managing strategic customer cohorts, such as high-value or key accounts (e.g., Top 100 accounts)• Familiarity with customer success metrics, including CSAT (Customer Satisfaction), ART (Average Resolution Time), and backlog management• Proven ability to identify upsell opportunities and drive renewal readiness initiativesYou Excel In These Key Competencies• Exceptional analytical skills for forecasting, risk mitigation, and renewal strategy development• Strong communication and collaboration skills to effectively align cross-functional teams and foster teamwork• The ability to define and deliver solutions that align with business goals and identify opportunities for growth and optimization• Exceptional skill in aligning cross-functional teams (Sales, Customer Success, Marketing, etc.) to streamline processes and achieve shared objectives• A proactive approach to addressing challenges, resolving issues, and adapting strategies to meet changing customer or business needs• A commitment to understanding customer needs, advocating for them internally, and delivering solutions that ensure long-term satisfaction and successThe base salary range for this position is $175,000 – $190,000 a year. The base salary ultimately offered is determined through a review of education, industry experience, training, knowledge, skills, abilities of the applicant in alignment with market data and other factors. This position is also eligible for a discretionary bonus, equity and a full range of medical and other benefits.Ready to Revolutionize Work? Join Us.This is an opportunity to work with a global, passionate team pioneering technology that’s redefining the way people work, everywhere. Join us and discover the many ways that you can have an impact, achieve your potential, and go be great.Job Segment OR Key Words: SaaS, Technical Account Manager, TAM, Automation, Customer Support, LeadershipBenefits And Perks You’ll Appreciate• Flexible work schedule / remote roles• Unlimited Personal Time Off• 12 holidays off per year• 4 days volunteer time off per year• 4 company “Achievement” days off per year• Variety of health care and well-being benefits• Paid family/parental leave• We are a designated “Best Place to Work” for 2 years in a row! Learn more here• Newsweek’s Top 100 Most Loved Workplaces in America 2023 – Learn more hereAutomation Anywhere is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email recruiting@automationanywhere.com.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.