Technical Account Manager, (Genius Bar)

About Copado

Role Overview

Customer Technical Responsibilities

• Lead one-to-one Genius Bar coaching sessions and one-to-many enablement workshops.
• Coach customer teams on DevOps architecture, test automation strategies, and Copado AI workflows.
• Build trusted advisor relationships with QA leads, release managers, Salesforce architects, and executive leaders.
• Conduct health checks, CI/CD strategy reviews, testing practice reviews, and DevOps maturity audits.
• Provide guidance on Salesforce branching, Robot Framework scripting, QWord libraries, and Copado AI.
• Support escalated cases by connecting customer architecture with internal resolution teams.
• Collaborate with global support, customer success, services, engineering, and product teams.
• Own technical success plans, track outcomes, and mitigate technical risks.
• Create knowledge base articles and playbooks from resolved blockers and diagnostic sessions.
• Provide structured product feedback to engineering teams.

What We Are Looking For

• Experience with Salesforce platforms, metadata delivery cycles, Git commands, branching strategies, and environment management.
• Experience or rapid adaptability across Copado CI/CD, Copado Robotic Testing, and Copado AI or Agentia.
• Ability to coach technical teams and diagnose architectural issues during live sessions.
• Ability to communicate and build trust in multicultural, globally distributed teams.
• Ability to explain complex technical issues and business impacts to executives and technical leads.
• Calm, analytical approach during high-severity production failures or blocked releases.
• Proficiency in automated testing concepts, Robot Framework, and quality gate integrations.

Preferred Qualifications

• Prior experience in DevOps consulting, enterprise technical account management, QA engineering, or test architecture is preferred.
• Basic familiarity with Copado Robotic Testing or Robot Framework CI/CD quality gate integration is preferred.
• Active Copado CI/CD, Copado Robotic Testing, or Salesforce Administrator/Developer certification is preferred.

Working Hours

• The role requires alignment with US business hours, including EST or CST overlap, for customer sessions and release guidance.