Senior Manager, Technical Account Management

Copado; Chicago (IL); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) Plan

Paid Time Off

Wellness Perks

Job summary

Copado is seeking a Sr Manager, Technical Account Management in Chicago to lead a team of TAMs and drive DevOps maturity for global enterprise customers. You will mentor engineers, manage critical escalations, and collaborate with Customer Success, Support, and Product teams to advance customer journeys.

You will partner with the Elite Deployment Squad and ensure delivery excellence across Copado's core domains, while shaping long-term DevOps transformation strategies for high-value accounts.

Qualifications

• Extensive background in technical, customer-facing roles such as TAM, Solutions Architecture, or Professional Services, with demonstrated experience mentoring or leading technical teams.
• 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 processes.
• Deep familiarity with testing automation and AI-driven development workflows.
• Ability to shift between tactical troubleshooting, team mentorship, and long-term enterprise DevOps transformation strategy.
• Strong cross-functional collaboration and communication skills with Customer Success, Support, and Product teams.

Responsibilities

• Lead, mentor, and coach TAMs across engagement models, developing skills in executive communication and objection handling.
• Manage case assignments, workflows, and follow-ups to meet KPIs and response targets.
• Ensure proactive communication and health of accounts, articulating ongoing engagement value.
• Partner with Success Engineering, Help Desk, and Product teams to execute success plans and align journeys globally.
• Oversee enablement and hands-on delivery across Copado domains: CI/CD, CRT, and Copado AI.
• Deliver consistent QA and DevOps governance through service catalogs and reviews.
• Define DevOps maturity roadmaps for strategic enterprise accounts.
• Act as the primary sponsorship and escalation point for high-risk accounts.

Skills

Technical leadership

Mentoring teams

Enterprise IT engagement

Customer-facing roles

Tools

Salesforce DevOps

CI/CD pipelines

Automated testing

Job description

Sr Manager, Technical Account Management

Location: Chicago, IL

Department: Success Engineering

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 processes
• Deep 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

Copado offers a comprehensive benefits package, which includes:

• 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 employer. 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.

Compensation for this role will vary based on several factors, including the candidate's qualifications, skills, competencies, and experience. Pay ranges are not necessarily representative of starting salaries for all locations. In addition to our outstanding benefits package, eligible full‑time employees may also qualify for Copado's equity program.

Copado's pay ranges reflect On Target Earnings (OTE), which encompasses base salary, bonuses, and/or commissions for meeting 100% of set targets.

About the Company

About Copado

Copado is the leading DevOps platform for Salesforce, revolutionizing how the world's largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.