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• Technical Account Manager

• Indefinite
• Full time
• 70130, New Orleans , LA, United States

Technical Account Manager (TAM)

About Copado:

Copado powers the world’s largest digital transformations through a fusion of cloud-native DevOps and end-to-end test automation. From Humana to Cisco 200+ innovative brands leverage our low-code platform to unleash the full power of Salesforce and SaaS clouds. Copado is on a mission to make release days obsolete by helping development teams drive 307% ROI, 20x faster deployments and 78% fewer production failures.

Brief Summary of role:

We are seeking a Technical Account Manager to be responsible for innovating, maintaining and providing the best customer experience and dedicated support to our select flagship accounts. This role will act as a trusted advisor to a select group of our largest customers helping them to drive both innovation and ROI through Copado’s platform. This role sits inside of our Support team and will work closely with one or two customers.

What you’ll be doing:

• Solve technical challenges and suggest appropriate solutions
• Understand and advocate for customer needs
• Support change management, best practice and enablement
• Manage customers' expectations and experience to drive long term success
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
• Create knowledge base materials dedicated towards operational efficiency
• Research, document, escalate cases according to procedure
• Assist with the design and delivery of product and other technical training
• Partner with other business teams such as our CSM team to measure customer health
• Identify product and services up-sell opportunities and describe Copado solutions to customers in a way that is articulate, accurate, and persuasive
• Complete assigned projects responsibilities

We are looking for someone with:

• Technical background and understanding of DevOps in the Salesforce ecosystem
• Solid problem-solving capabilities, including the ability to identify root causes and recommend solutions for improvement
• 2-5 years of prior experience in Salesforce
• 2-5 years of prior experience in Copado (or Salesforce DevOps)
• Knowledge of Jira, Git, CLI and other DevOps related tools
• High level of customer facing experience interacting with large teams
• A love for building relationships and a proven track record of using your incredible problem-solving and interpersonal skills to achieve customer goals
• Demonstrated analysis, problem solving and troubleshooting expertise
• Detailed, organized and results oriented
• Ability to effectively prioritize and escalate customer issues as required
• Excellent written and verbal communication skills (both in English)
• Experience working with remote teams and a global client base.
• Comfortable interacting with all levels of management
• Ability to perform effectively under pressure
• Copado Admin and Developer Certifications are preferred

Copado 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.