Sr Manager, Technical Account Management

Copado; Quinte West; On-site; CAD 150,000 - 210,000; Full time

Benefits offered by this job

Competitive salary and bonuses

Health, dental, vision insurance

401(k) Plan

Paid Time Off

Wellness Perks

Job summary

Copado is seeking a Senior Manager of Americas TAM to lead a team of Technical Account Managers, driving DevOps maturity, product adoption, and technical health for global enterprise customers.

You will balance mentorship with hands-on leadership, partnering with Customer Success, Support, and Product to execute strategic success plans across regions. This onsite Canada-based role requires strong enterprise engagement and KPI-driven delivery across Copado's CI/CD, CRT, and AI domains.

Qualifications

• Extensive background in technical, customer-facing roles such as TAM, Solutions Architecture, or Professional Services.
• Hands-on Salesforce DevOps implementations and CI/CD pipelines experience.
• Senior-level customer engagement with enterprise IT and engineering leadership.
• Strong SLA/KPI adherence and incident escalation experience.
• Experience mentoring or leading technical teams.

Responsibilities

• Lead, mentor, and coach a team of TAMs across engagement models, developing senior customer management and executive communication skills.
• Manage case assignments, workflows, and follow-ups to meet KPIs and initial response targets.
• Ensure proactive engagement for Signature Success customers and articulate ongoing value.
• Partner with Customer Success, Support, and Product to drive customer journeys globally.
• Oversee delivery of Copado’s core domains: CI/CD, CRT, and Copado AI, including health checks and reviews.
• Guide DevOps and QA maturity roadmaps for strategic enterprise accounts.
• Act as primary technical sponsor for high-risk or high-value accounts and direct complex remediation.
• Collaborate with Support to enforce tailored case monitoring workflows and rapid issue resolution.
• Aggregate feedback to shape global product roadmaps.

Skills

Technical Account Management

Solutions Architecture

Professional Services

Salesforce DevOps

CI/CD pipelines

Automation testing

Leadership

Executive communication

Objection handling

Case management

SLA KPI adherence

Incident escalation

AI workflows

DevOps transformation

Cross-functional collaboration

Job description

About the Role

As the Sr Manager of our Americas TAM team, you will act as a player-coach, guiding a highly skilled team of Technical Account Managers (TAMs) while championing DevOps maturity, product adoption, and technical health for our global enterprise customers. Reporting directly to the leader of the Technical Excellence team, you will oversee and support the execution of our high-priority and strategically critical success packages across all regions.

In this role, you will balance team mentorship with technical leadership, aligning domain-specific expertise to complex customer environments and serving as the primary leadership escalation point for critical challenges. You will partner closely with Customer Success, Support, and Product teams to drive proactive engagements, operationalize customer journeys, and advocate for customer needs across the organization.

What You'll Do

• Lead, mentor, and coach a team of specialized TAMs across Dedicated and Catalog-based engagement models, developing their skills in advanced customer management, executive communication, and objection handling
• Actively manage case assignments, workflows, and operational follow-ups to ensure dedicated KPIs and initial response time targets are consistently met
• Ensure TAMs assigned to Signature Success customers maintain proactive communication, drive account health toward target benchmarks, and clearly articulate ongoing engagement value
• Partner with the Elite Deployment Squad (EDS) and Customer Success teams to operationally execute success plans, formalize account strategies, and align customer journeys globally
• Ensure team enablement and hands-on delivery expertise across Copado's core domains, including CI/CD, Copado Robotic Testing (CRT), and Copado AI (Agentia)
• Oversee the regional delivery of the Success Engineering Service Catalogue, ensuring consistent quality across Git Health Checks, CI/CD Setup Checks, State of DevOps Reviews, and AI Assessments
• Guide the team in defining, updating, and delivering actionable DevOps and QA Maturity Roadmaps for strategic enterprise accounts
• Act as the primary technical sponsor and leadership escalation point for high-risk or high-value accounts, directing complex architectural remediations
• Partner with Support teams to enforce tailored case monitoring workflows and resolve production-stopping issues rapidly
• Aggregate technical feedback, adoption trends, and platform friction to serve as the voice of the customer in shaping global product roadmaps

What We're Looking For

• Extensive background in technical, customer-facing roles such as Technical Account Management, Solutions Architecture, or Professional Services, with demonstrated experience mentoring or leading technical teams
• Proven hands-on implementation experience within Salesforce DevOps, CI/CD pipelines, and automated testing ecosystems
• Senior-level customer engagement experience, with a track record of leading strategic advisory sessions and technical reviews with enterprise IT and engineering leadership
• Strong operational command over case management, SLA/KPI adherence, and incident escalation processesDeep familiarity with or working knowledge of testing automation and AI-driven development workflows
• Demonstrated ability to shift seamlessly between tactical troubleshooting, team mentorship, and long-term enterprise DevOps transformation strategy
• Strong cross-functional collaboration and communication skills, with experience partnering alongside Customer Success, Support, and Product organizations

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• 401(k) Plan
• Paid Time Off
• Wellness Perks

Copado is Equal Employment Opportunity and Affi­rmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.

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