Technical Account Manager

Support Osaka, Japan


Description

Automation Anywhere is looking for a self-motivated, highly professional Support Technical Account Manager to join our Premium Support Team. This position will be responsible for building and maintaining trusted advisory post-sales support relationships with a designated set of Automation Anywhere’ s largest, most complex, and Premium customers.

In partnership with the Customer Success and Technical Support teams, the candidate will engage with their customers’ Business and IT management team to provide a superior technical support experience.  The Technical Account Manager coordinates efforts within Automation Anywhere to ensure timely resolution of all incidents through regular service reviews and focused management of critical incidents. 

 

Responsibilities

  • Drives support activities and high Customer Satisfaction levels for their accounts
  • Manage continuous improvement initiatives with customers, utilizing regular meetings and support statistics to identify current focus areas
  • Perform RCA’s, identify preventative/improvement measures, implement corrective initiatives, and measure results
  • Working knowledge of the incident, problem, and release management process and procedures, including the ability to follow standard support practices
  • Ability to work in a fast-paced environment with tight schedules to minimize problem impact on the customer
  • Participate actively in the ticket process by triaging, collaborating with all required parties to expedite resolution
  • Ability to generate, analyze data and create action plans
  • Work cross-functionally with multiple internal stakeholders including Customer Support, Customer Success, Engineering, Product Management, and Account Management.
  • Be available for after-hours on-call support for assigned customers’ critical issues
  • Duties may require travel (20%+), sometimes at short notice, both domestic and international

 

Qualifications

  • Fluent and strong Japanese & basic English communication (both written and verbal), organization, time management, and leadership skills.
  • Bachelors/master’s in engineering or similar
  • 8+ years of experience in a technical customer-facing role such as a Technical Support Manager, Technical Account Manager, Sales Engineer, or Professional Services
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
  • Comfortable presenting to all levels within an organization including CXO-Level
  • Experience in troubleshooting enterprise-level infrastructure, applications, or architecture


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.

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.