Technical Account Manager, (Genius Bar)

About Copado

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. 

Job Summary

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.

Key Responsibilities

Genius Bar Coaching & Diagnostic Sessions:

• 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.

Proactive Success Engineering & Health Checks:

• 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.

Hands-on Technical Guidance:

• 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 Integration & Escalation Context:

• 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.

Cross-Functional Global Collaboration:

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

Customer Success Plans & Health Ownership:

• 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.

Knowledge Capture & Feedback Loop:

• 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.

Qualifications & Experience

• DevOps & Salesforce Platform Depth: Proven experience with Salesforce platforms, metadata delivery cycles, Git command structures, branching strategies, and environment management.
• Ecosystem Expertise: Hands-on experience or rapid adaptability across Copado CI/CD, Copado Robotic Testing (CRT), and Copado AI / Agentia platforms.
• Genius Bar / Technical Enablement Mindset: Demonstrated passion for coaching, diagnosing architectural issues live, and teaching technical teams how to adopt best practices.
• Multicultural & Global Collaboration: Proven ability to communicate effectively, build trust and thrive within multicultural globally distributed teams across different regions and time zones.
• Executive & Stakeholder Communication: Demonstrated ability to translate complex technical concepts, failures, and pipelines into clear, actionable business-impact guidance for C-level executives and technical leads alike.
• Crisis Management: Calm, analytical approach during high-severity production failures or blocked release cycles.
• Automation & Testing Acumen: Proficiency in automated testing concepts, Robot Framework (keyword-driven and data-driven design), and quality gate integrations.

Preferred Qualifications

• Background: Prior experience in DevOps consulting, or Enterprise Technical Account Management or QA engineering, test architecture.
• Automated Testing Knowledge: Basic familiarity with test automation concepts, Copado Robotic Testing (CRT), or Robot Framework integration within CI/CD quality gates. 
• Certifications: Active Copado CI/CD, Copado Robotic Testing, or Salesforce Administrator/Developer certifications.
  Working Hours:
• Must be willing and able to work aligned with US Business Hours (e.g. EST/CST overlap) to deliver real-time Genius Bar sessions, live release guidance, and strategic alignment with US based enterprise customers and global stakeholders.