Technical Account Manager

Support Bengaluru, Karnataka


Description

Automation Anywhere is a global leader in Robotic Process Automation (RPA), empowering customers to automate 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 cloud-native, web-based intelligent automation platform combining RPA, artificial intelligence, machine learning and analytics. Automation Anywhere has deployed nearly 3 million bots to support some of the world's largest enterprises across all industries in more than 90 countries. For more information about our portfolio, please visit us at www.automationanywhere.com.

Technical Account Manager

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 in 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.

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.