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 to upskill customer teams on DevOps architecture, test automation strategies, and Copado AI workflows
• Serve as the primary technical contact for strategic accounts, conducting regular health checks, maturity audits, and CI/CD strategy reviews to boost release confidence
• Provide direct expertise on Salesforce branching strategies, Robot Framework scripting/QWord libraries, and Copado AI capabilities to build scalable environments
• Assist support teams on escalated cases to ensure seamless customer handoffs, while capturing diagnostic learnings into reusable playbooks and product feedback loops
• Partner across global teams (US CSMs, India support, EMEA engineers) to own technical success plans, track velocity metrics, and mitigate risks early

What We're Looking For

• Proven experience with Salesforce metadata cycles, Git/branching strategies, automated testing concepts, and Robot Framework (keyword/data-driven design)
• Hands-on experience or rapid adaptability across Copado CI/CD, Copado Robotic Testing (CRT), and Copado AI / Agentia platforms
• Strong passion for live architectural coaching combined with the ability to translate technical concepts into executive business-impact guidance
• Calm, analytical approach during high-severity release blockers, with proven success collaborating across multicultural, global time zones
• Full willingness to work aligned with US business hours (EST/CST overlap) to deliver live Genius Bar sessions and strategic customer alignment
• Prior experience in DevOps consulting, Technical Account Management, or QA test architecture, paired with active Copado or Salesforce certifications