Technical Account Manager

4 days ago

Old Toronto, Ontario, Canada Automation Anywhere Inc. Full time
Technical Account Manager

About Us

Automation Anywhere Inc. is a leader in AI-powered process automation that puts AI to work across organizations. Our 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. We empower organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth.

Our Opportunity

We are currently seeking a Technical Account Manager to join our world-class support team. The Technical Account Manager provides end-to-end reactive/proactive case and support escalation management. Responsible for providing technical advice, as well as expertise to RPA Customer Administration and technical project groups. In addition, you will help coordinate technical activities amongst support, engineering and end-users. TAMs advocate internally on behalf of the customer for all support related matters.

Key Responsibilities

  • Keep on top of all key customer tickets, understanding their priority and business impact and communicating this to the Technical Support and Customer Success and Sales teams.
  • Plan and oversee enterprise-level support activities for company products and services for a designated group of clients.
  • Develop client relationships and understanding of client business and product installations to identify support needs and drive use of proactive support mechanisms to maximize customer success and delight.
  • Act as single point of client contact to coordinate resolution of incidents and escalation of technical support issues.
  • Provide proactive communication to help customers avoid future product or environmental related issues within their environment.
  • Work closely with cross-functional teams to drive customer satisfaction and delight, as well as to identify opportunities for growth in the client environment.
  • Proactively manage technical issues according to the customer's business priorities to avoid business critical situations.
  • Review Automation Anywhere's best practices guidelines and support policies with the customer, including service levels and escalation procedures.
  • Participate in quarterly business reviews highlighting continuous improvement areas and metrics, discussing future projects.
  • Facilitate weekly summary status reports; monthly or quarterly support reviews and detailed review of root cause analysis findings when applicable.
  • Understand and explain the Automation Anywhere application, features and benefits as it relates to customer needs.

Requirements

  • Bachelor's Degree in Business, MIS, IT, Computer Science or related field required.
  • 7+ years relevant work experience in a customer-facing, technical account management role with hands on experience in digital technologies required.
  • Canadian citizenship and current residency required (permanent residents not accepted, must be a natural Canadian citizen).
  • Previous experience working with RPA related products such as: Automation Anywhere, Power Automate, Blue Prism, UiPath, Pega or Nice. Additional SaaS and Cloud knowledge a plus.
  • Achievement of related RPA certifications or a desire to obtain them is preferred.
  • Knowledge in programming.NET (C#, C++, VB, Java or Powershell).
  • Proficient in Microsoft Office: PowerPoint, Excel and Outlook.
  • Familiarity with software and front-end development.
  • Willingness to travel.

Competencies

  • Technical expertise: A Technical Account Manager (TAM) must possess strong technical knowledge of the products and services offered by the company.
  • Customer service skills: TAMs must have excellent customer service skills to be able to build strong relationships with clients.
  • Communication skills: TAMs must possess exceptional communication skills, both written and verbal.
  • Project management skills: TAMs must have excellent project management skills to be able to manage multiple projects simultaneously.
  • Analytical skills: TAMs must be able to analyze data to identify trends and patterns.
  • Business acumen: TAMs must have a strong understanding of the company's business model and goals.

Compensation

The annual base salary range for this position is 105,000 – 120,000 CAD. The salary ultimately offered is determined through a review of education, industry experience, training, knowledge, skills, and abilities of the applicant in alignment with market data and other factors. Additional compensation may include discretionary bonuses, equity, and benefits.

About Us

Automation Anywhere Inc. 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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