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 diagnostic coaching sessions and 1:Many workshops for customer teams

Upskill customers on DevOps architecture, test automation strategies, and Copado AI workflows

Serve as the primary technical contact for strategic accounts

Conduct regular health checks, maturity audits, and CI/CD strategy reviews

Provide direct expertise on Salesforce branching strategies and Robot Framework scripting

Leverage Copado AI capabilities to build scalable environments

Assist support teams on escalated cases to ensure seamless customer handoffs

Capture diagnostic learnings into reusable playbooks and product feedback loops

Partner across global teams to own technical success plans and track velocity metrics

Mitigate technical risks early across multicultural team boundaries

Proven experience with Salesforce metadata cycles and Git/branching strategies

Solid understanding of automated testing concepts and Robot Framework design

Hands-on experience or rapid adaptability with Copado CI/CD and Copado Robotic Testing (CRT)

Familiarity with Copado AI / Agentia platforms

Passion for live architectural coaching and translating tech concepts to executive guidance

Calm, analytical approach during high-severity release blockers

Ability to collaborate effectively across multicultural, global time zones

Willingness to work aligned with US business hours (EST/CST overlap)

Background in DevOps consulting, Technical Account Management, or QA test architecture

Active Copado or Salesforce certifications preferred

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.