Technical Account Manager

Support Dallas, Texas New York, New York Jersey City, New Jersey Reston, Virginia Atlanta, Georgia Houston, Texas Chicago, Illinois Detroit, MI Minneapolis, Minnesota St. Louis, Missouri Columbus, Ohio Cincinnati, Ohio Pittsburgh, Pennsylvania Kansas City, Missouri Hartford, Connecticut Baltimore, Maryland Charlotte, North Carolina Raleigh, North Carolina Nashville, Tennessee Austin, Texas Philadelphia, Pennsylvania


Description

Automation Anywhere is a global leader in Robotic Process Automation (RPA), empowering customers to automate end-to-end business processes with intelligent software bots – AI-powered digital workers that perform repetitive and manual tasks, resulting in dramatic productivity gains, optimized customer experience, and more engaged employees. The company offers the world's only web-based and cloud-native intelligent automation platform combining RPA, artificial intelligence, machine learning and analytics to help organizations rapidly start and scale their automation journey from the front office to the back office to every office. Its Bot Store is the world's first and largest marketplace with more than 1,100 pre-built, intelligent automation solutions. Automation Anywhere has deployed over 2.8 million bots to support some of the world's largest enterprises across all industries in more than 90 countries. For additional information, visit www.automationanywhere.com.

Our opportunity:

The Technical Account Manager will provide end-to-end reactive/proactive cases and support escalation management. Responsible for providing technical advice as well as expertise to RPA Customer Admin and technical project groups. In addition, they help coordinate technical activities amongst support, engineering, and end-users. TAMs advocate internally on behalf of the customer for all support-related matters.

You will provide onsite onboarding services in conjunction with the remote onboarding team. Meeting regularly with the customer internal support teams to review joint support performance statistics. You will ensure appropriate delivery of ongoing training of customer internal support personnel. Managing joint technical support continuous improvement initiatives with the customer teams. Using support statistics to identify current focus areas. Performing RCA’s, identifying preventative/improvement measures, implementing corrective initiatives, and measuring results. Acting as the key interface to the customer relative to all support/environment-related escalations and ensuring that customers are able to scale seamlessly and rapidly with minimal issues.

Location:  Remote role - based in the United States and have the ability to work within any U.S time zone

You will make an impact by being responsible for: 

  • Working on key critical issues on-site at the customer location along with customer personnel and remote Automation Anywhere Support engineers to reproduce issues and gather data as needed.
    • Keeping on top of all key customer tickets, understanding their priority and business impact, and communicating this to the Technical Support and Customer Success teams
    • Planning and overseeing enterprise-level support activities for company products and services for a designated group of clients.
    • Developing client relationships and understanding of client business and product installations to identify support needs and drive the use of proactive support mechanisms to maximize customer success and delight.
    • Acting as the single point of client contact to coordinate resolution of incidents and escalation of technical support issues.
    • Providing proactive communication to help customers avoid product or security issues within their environment.
    • Working closely with assigned Customer Success Managers and the Sales team to drive customer satisfaction and delight, as well as to identify opportunities for growth in the client environment.
    • Proactively managing technical issues according to the customer's business priorities to avoid business-critical situations
    • Designing and developing technical account management strategy documents based on customer analysis and assessment.
    • Coordinating or assisting onsite/remote technical resources to work toward the resolution of issues with major upgrades or implementations
    • Reviewing Automation Anywhere support policies and guidelines with the customer, including service levels and escalation procedures.
    • Setting up conference calls with the customer based upon their needs by location or product to track ongoing support activity.
    • Building credibility through action and responsiveness resulting in the perception that no matter what the issue, you are the customer’s go-to champion within Automation Anywhere with regard to any support-related issues.
    • Participating in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and ongoing support projects
    • Facilitating weekly summary status reports; monthly or quarterly support reviews and detailed review of root cause analysis findings when applicable
    • Managing, documenting, and reporting on performance against service level agreements (SLA's) and where SLA's are not being met, document and oversee an action plan that will result in meeting and exceeding those commitments routinely
    • Reviewing open incidents and problems communicating proper priority and direction to responsible Automation Anywhere teams to ensure a timely customer satisfying result
    • Understanding and explaining the Automation Anywhere application, features, and benefits as it relates to customer needs
    • As required, the candidate will work with the customer to perform process health checks of development, test, and or/production infrastructures. This will include identifying and documenting proposed optimizations and best practices to support maximum availability as well as scaling of the infrastructure.

You will be a great fit if you have: 

  • Bachelor’s Degree in computer science or a related field required
  • 5+years of relevant work experience in customer-facing, technical account management required
  • 5+ years experience in programming .NET (C#, C++, VB, Java, or Powershell) preferred
  • Previous experience working with Automation Anywhere, Blue Prism, UIpath, Pega, or Nice 
  • SaaS and Cloud experience
  • Solid technical background with hands-on experience in digital technologies
  • Experience in technical support, project management, technical sales, and consultancy
  • Previous experience in the application or implementation support domain is a plus
  • Fluency in written and spoken English is required
  • Familiarity with software and front-end development
  • Willingness to travel approximately 25% when safely able to do so

You excel in these key competencies: 

  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
  • Diplomacy, tact, and poise under pressure when working through customer issues.

Why Automation Anywhere?

At our company, each person brings their unique talents to work as a team and make a difference.
As the leader in Robotic Process Automation (RPA), we provide a very compelling product where our teams are breaking new ground every day and given an environment to grow their skills and have fun along the way.  Our technology is the game-changer, and our people give us the edge to better our world and go be great!

Automation 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.


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