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

• Genius Bar Coaching & Enablement: Lead 1:1 diagnostic coaching sessions and 1:Many workshops to upskill customer teams on DevOps architecture, test automation strategies, and Copado AI workflows
• Technical Relationship & Success Engineering: Serve as the primary technical contact for strategic accounts, conducting regular health checks, maturity audits, and CI/CD strategy reviews to boost release confidence
• Hands-on Architectural Guidance: Provide direct expertise on Salesforce branching strategies, Robot Framework scripting/QWord libraries, and Copado AI capabilities to build scalable environments
• Support Escalations & Knowledge Sharing: Assist support teams on escalated cases to ensure seamless customer handoffs, while capturing diagnostic learnings into reusable playbooks and product feedback loops
• Global Collaboration & Success Planning: 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

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

About Copado
Copado 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.