Sr Manager, Technical Account Management

Copado Inc.; New Orleans (LA); On-site; USD 190,000 - 240,000; Full time

Job summary

Copado is seeking a Sr Manager of Americas TAM to lead a team of Technical Account Managers, guiding DevOps maturity, product adoption, and technical health for enterprise customers. You will balance mentorship with hands-on leadership, align domain expertise to complex environments, and serve as the primary escalation point for high-stakes challenges.

You will partner with Customer Success, Support, and Product teams to drive proactive engagements, codify journey maps, and advocate for customer

Qualifications

• Extensive background in technical, customer-facing roles such as Technical Account Management, Solutions Architecture, or Professional Services.
• 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 advisory sessions with enterprise IT and engineering leadership.
• Strong operational command over case management, SLA/KPI adherence, and incident escalation processes.
• Familiarity with testing automation and AI-driven development workflows.

Responsibilities

• Lead, mentor, and coach TAMs across Dedicated and Catalog-based engagement models, developing skills in executive communication and objection handling (senior level).
• Actively manage case assignments, workflows, and follow-ups to meet KPIs and initial response targets.
• Ensure TAMs for Signature Success customers maintain proactive communication and healthy engagement value.
• Partner with Elite Deployment Squad and Customer Success to execute success plans and align journeys globally.
• Ensure team enablement and hands-on delivery across core domains: CI/CD, CRT, and Copado AI.
• Oversee the Service Catalogue delivery, ensuring quality across Git Health Checks, CI/CD Setup Checks, and DevOps reviews.
• Guide the team in defining DevOps and QA maturity roadmaps for strategic accounts.
• Serve as technical sponsor and escalation point for high-risk accounts, directing architectural remediations.
• Collaborate with Support to enforce tailored workflows and rapidly resolve production-stopping issues.
• Aggregate feedback and adoption trends to inform global product roadmaps.

Job description

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.

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