Technical Account Manager, (Genius Bar)

About the Role

The Technical Account Manager (TAM) for Technical Excellence teams is a highly technical, strategic advisor dedicated to supporting enterprise and strategic customers. Located in India, this role sits at the center of a high-energy, multicultural, and globally distributed network.

Moving beyond the traditional scope of account management, this position requires a strong technical aptitude in DevOps architecture, Salesforce release and test management, and pipeline orchestration to provide best practices, hands-on, day-to-day guidance directly with customer engineering and release teams.

At the heart of this role is our Genius Bar concept. You will act as a technical partner, diagnostic expert, and true extension of the customer’s team. You will leverage deep technical acumen across Salesforce DevOps, Copado CI/CD, Copado Robotic Testing (CRT), and Copado AI (Agentia) to run 1:1 coaching sessions, conduct proactive health checks, host group clinics, and streamline delivery pipelines.

You will work closely with global cross-functional teams (Support, Customer Success, Services, Engineering, Product), collaborating creatively across time zones and cultures to solve complex pipeline and automation challenges.

What You'll Do

• Lead 1:1 diagnostic coaching sessions and 1:Many workshops for customer teams
• Upskill customers on DevOps architecture, test automation strategies, and Copado AI workflows
• Serve as the primary technical contact for strategic accounts
• Conduct regular health checks, maturity audits, and CI/CD strategy reviews
• Provide direct expertise on Salesforce branching strategies and Robot Framework scripting
• Leverage Copado AI capabilities to build scalable environments
• Assist support teams on escalated cases to ensure seamless customer handoffs
• Capture diagnostic learnings into reusable playbooks and product feedback loops
• Partner across global teams to own technical success plans and track velocity metrics
• Mitigate technical risks early across multicultural team boundaries

What We're Looking For

• Proven experience with Salesforce metadata cycles and Git/branching strategies
• Solid understanding of automated testing concepts and Robot Framework design
• Hands-on experience or rapid adaptability with Copado CI/CD and Copado Robotic Testing (CRT)
• Familiarity with Copado AI / Agentia platforms
• Passion for live architectural coaching and translating tech concepts to executive guidance
• Calm, analytical approach during high-severity release blockers
• Ability to collaborate effectively across multicultural, global time zones
• Willingness to work aligned with US business hours (EST/CST overlap)
• Background in DevOps consulting, Technical Account Management, or QA test architecture
• Active Copado or Salesforce certifications preferred