Technical Account Manager, (Genius Bar)

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.

Lead 1:1, 60-minute Genius Bar coaching sessions and 1:Many enablement workshops to upskill customer teams on DevOps architecture, test automation strategies, and Copado AI workflows.

Primary Technical Point of Contact:

Build trusted advisor relationships with QA leads, release managers, Salesforce architects, and executive leaders within strategic enterprise accounts.

Conduct regular Health Checks, CI/CD DevOps Strategies,CRT Testing Practices, and DevOps Maturity Audits to proactively address gaps in pipeline reliability and release confidence.

Provide direct architectural guidance on DevOps topics like Salesforce development branching strategies, Robot Framework scripting and QWord libraries, and Copado AI capabilities to build scalable, maintainable automation environments.

Support internal support teams by contributing technical expertise on escalated cases, bridging customer architectural context with internal resolution teams without letting the customer start over at every handoff.

Thriving in a multicultural, globally distributed team environment, partners seamlessly with US-based CSMs, India support teams, EMEA engineers, and product leadership.

Own technical success plans, aligning platform capabilities to business objectives, tracking measurable outcomes (such as release velocity and test execution minutes), and mitigating technical risks early.

Convert resolved technical blockers and Genius Bar diagnostic sessions into reusable knowledge base articles and playbooks, while channeling structured product feedback to internal engineering teams.

Copado is the #1 DevOps Platform for Salesforce and the Cloud. We deliver an AI-enabled devops platform to enhance human’s ability to orchestrate business application development in the agentic age to drive digital transformation for 1,500+ of the most innovative brands on the planet — from Coca-Cola to T-Mobile to Volkswagen. Our agentic platform unites non-technical admins and pro-code developers on the same system and empowers enterprises to scale end-to-end software delivery across multi-cloud environments. We operate in a dynamic and competitive industry and our consistent growth reflects our continued commitment to innovation and customer success.