Sr Manager, Technical Account Management

About CopadoCopado 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 RoleAs 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 DoLead, 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 handlingActively manage case assignments, workflows, and operational follow-ups to ensure dedicated KPIs and initial response time targets are consistently metEnsure TAMs assigned to Signature Success customers maintain proactive communication, drive account health toward target benchmarks, and clearly articulate ongoing engagement valuePartner with the Elite Deployment Squad (EDS) and Customer Success teams to operationally execute success plans, formalize account strategies, and align customer journeys globallyEnsure 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 AssessmentsGuide the team in defining, updating, and delivering actionable DevOps and QA Maturity Roadmaps for strategic enterprise accountsAct as the primary technical sponsor and leadership escalation point for high-risk or high-value accounts, directing complex architectural remediationsPartner with Support teams to enforce tailored case monitoring workflows and resolve production-stopping issues rapidlyAggregate technical feedback, adoption trends, and platform friction to serve as the voice of the customer in shaping global product roadmapsWhat We're Looking ForExtensive background in technical, customer-facing roles such as Technical Account Management, Solutions Architecture, or Professional Services, with demonstrated experience mentoring or leading technical teamsProven hands-on implementation experience within Salesforce DevOps, CI/CD pipelines, and automated testing ecosystemsSenior-level customer engagement experience, with a track record of leading strategic advisory sessions and technical reviews with enterprise IT and engineering leadershipStrong operational command over case management, SLA/KPI adherence, and incident escalation processesDeep familiarity with or working knowledge of testing automation and AI-driven development workflowsDemonstrated ability to shift seamlessly between tactical troubleshooting, team mentorship, and long-term enterprise DevOps transformation strategyStrong cross-functional collaboration and communication skills, with experience partnering alongside Customer Success, Support, and Product organizationsBenefitsCopado offers a comprehensive benefits package, which includes:Competitive salary and performance-based bonusesComprehensive health, dental, and vision insurance401(k) PlanPaid Time OffWellness PerksCopado 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.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.#LI-Onsite