Technical Account Manager

Key Responsibilities

Genius Bar Coaching & Diagnostic Sessions:

• Lead 1:1, 60-minute Genius Bar coaching sessions and 1:Many enablement workshops to upskill customer teams on DevOps architecture, test automation strategies, and Copado AI workflows.

Primary Technical Point of Contact:

• Build trusted advisor relationships with QA leads, release managers, Salesforce architects, and executive leaders within strategic enterprise accounts.

Proactive Success Engineering & Health Checks:

• Conduct regular Health Checks, CI/CD DevOps Strategies,CRT Testing Practices, and DevOps Maturity Audits to proactively address gaps in pipeline reliability and release confidence.

Hands-on Technical Guidance:

• Provide direct architectural guidance on DevOps topics like Salesforce development branching strategies, Robot Framework scripting and QWord libraries, and Copado AI capabilities to build scalable, maintainable automation environments.

Support Integration & Escalation Context:

• Support internal support teams by contributing technical expertise on escalated cases, bridging customer architectural context with internal resolution teams without letting the customer start over at every handoff.

Cross-Functional Global Collaboration:

• Thriving in a multicultural, globally distributed team environment, partners seamlessly with US-based CSMs, India support teams, EMEA engineers, and product leadership.

Customer Success Plans & Health Ownership:

• Own technical success plans, aligning platform capabilities to business objectives, tracking measurable outcomes (such as release velocity and test execution minutes), and mitigating technical risks early.

Knowledge Capture & Feedback Loop:

• Convert resolved technical blockers and Genius Bar diagnostic sessions into reusable knowledge base articles and playbooks, while channeling structured product feedback to internal engineering teams.

**Required Skills and Experience

• DevOps & Salesforce Platform Depth: Proven experience with Salesforce platforms, metadata delivery cycles, Git command structures, branching strategies, and environment management.
• Ecosystem Expertise: Hands-on experience or rapid adaptability across Copado CI/CD, Copado Robotic Testing (CRT), and Copado AI / Agentia platforms.
• Genius Bar / Technical Enablement Mindset: Demonstrated passion for coaching, diagnosing architectural issues live, and teaching technical teams how to adopt best practices.
• Multicultural & Global Collaboration: Proven ability to communicate effectively, build trust and thrive within multicultural globally distributed teams across different regions and time zones.
• Executive & Stakeholder Communication: Demonstrated ability to translate complex technical concepts, failures, and pipelines into clear, actionable business-impact guidance for C-level executives and technical leads alike.
• Crisis Management: Calm, analytical approach during high-severity production failures or blocked release cycles.
• Automation & Testing Acumen: Proficiency in automated testing concepts, Robot Framework (keyword-driven and data-driven design), and quality gate integrations.

Preferred Qualifications

• Background: Prior experience in DevOps consulting, or Enterprise Technical Account Management or QA engineering, test architecture.
• Automated Testing Knowledge: Basic familiarity with test automation concepts, Copado Robotic Testing (CRT), or Robot Framework integration within CI/CD quality gates.
• Certifications: Active Copado CI/CD, Copado Robotic Testing, or Salesforce Administrator/Developer certifications.**