Senior Manager, Technical Account Management

Copado; New Orleans (LA); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Health, dental, and vision insurance

401(k) Plan

Paid Time Off

Wellness Perks

Job summary

Copado is seeking a Sr Manager, Technical Account Management to lead the Americas TAM team in New Orleans. You will act as player-coach, guiding TAMs while championing DevOps maturity, product adoption, and technical health for enterprise customers.

Reporting to the Technical Excellence leader, you will oversee critical success packages globally. You will partner with Customer Success, Support, and Product teams to drive proactive engagements, operationalize customer journeys, and advocate for

Qualifications

• Experience mentoring or leading technical teams.
• Hands-on Salesforce DevOps, CI/CD pipelines, and automated testing experience.
• Senior-level customer engagement with enterprise IT and engineering leadership.
• Strong case management, SLA/KPI adherence, and escalation experience.
• Familiarity with testing automation and AI-driven development workflows.
• Ability to navigate tactical and strategic DevOps transformation.

Responsibilities

• Lead, mentor, and coach a TAM team across engagement models.
• Manage case assignments, workflows, and KPI targets.
• Ensure proactive customer communication and healthy account status.
• Collaborate with Success, Support, and Product to drive engagements.
• Oversee delivery of service catalog with quality standards.
• Define DevOps and QA maturity roadmaps for enterprise accounts.
• Act as technical sponsor for high-risk or high-value accounts.
• Coordinate with Support to resolve production issues swiftly.
• Aggregate customer feedback to influence product roadmaps.

Skills

Technical leadership

Customer-facing expertise

Solutions architecture

Mentoring teams

Strategic advisory

Tools

Salesforce DevOps

CI/CD pipelines

Automated testing ecosystems

Job description

Sr Manager, Technical Account Management

Location: New Orleans, LA

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 Aff… 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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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.