Automation Anywhere
SaaS
Director,PremiumSupport
“Director, Premium Support at Automation Anywhere. Skills: Customer Success, Leadership, Premium Support, Technical Account Management. Recruit, onboard, mentor, and develop TAMs. Lead the end-to-end customer lifecycle”
What You'll Achieve.
Drive adoption, utilization, growth, retention, and customer advocacy; Transform Premium Support into a value-driven, customer success–led organization; Deliver measurable business outcomes; Strengthen long-term partnerships; Ensure predictable renewals and expansion; Deliver measurable business outcomes; Drive platform adoption, utilization, and long-term customer value; Align delivery to customer success milestones and outcomes; Proactively identify risks and drive mitigation strategies; Ensure timely resolution while maintaining customer relationships and trust; Influence roadmap and experience improvements; Drive performance across CSAT, NPS, adoption, utilization, retention, expansion, and renewal rates; Evolve TAMs into strategic advisors focused on customer outcomes; Align account success plans to business objectives and ROI; Enhance the customer journey, lifecycle efficiency, and overall experience; Drive strategic alignment, value realization, and long-term partnership growth; Align on account strategy, influence outcomes, and drive executive-level engagements; Deliver tailored Premium Support offerings aligned with business goals; Streamline execution; Drive business development for key and growth accounts; Ensure smooth deal processing and resource allocation; Set projects up for success; Deliver proactive, value-added services; Mitigate risks and ensure contractual commitments are met; Identify upsell opportunities; Prepare for renewals; Advocate for customer needs; Improve outcomes; Ensure successful service renewals; Grow accounts in line with business goals; Refine strategies and maintain relationships
Industry & Context.
Exceptional analytical skills for forecasting, risk mitigation, and renewal strategy development; Proactive approach to addressing challenges, resolving issues, and adapting strategies
2 or 3 days in office
What They're Looking For.
Must Have
Bachelor’s degree in a related field, 12+ years of professional experience, background in Technical Account Management, Customer Success, or similar roles, Experience with leadership and coaching a Technical Account Management or Success team, Proven expertise in pre-sales processes, business development, and go-to-market (GTM) strategies, Demonstrated success in managing complex deals, ensuring seamless order closures, and delivering value-added services, Experience managing strategic customer cohorts, such as high-value or key accounts, Familiarity with customer success metrics, including CSAT (Customer Satisfaction), ART (Average Resolution Time), and backlog management, Proven ability to identify upsell opportunities and drive renewal readiness initiatives
What You'll Do.
Lead the end-to-end customer lifecycle
Define and execute scalable strategies
Oversee team operations
Establish and operationalize health scoring frameworks
Serve as a senior escalation point
Track and drive performance across CSAT
Build playbooks that evolve TAMs into strategic advisors
Guide TAMs in building and executing account success plans
Drive initiatives to enhance the customer journey
Establish and maintain relationships with senior customer stakeholders
Partner closely with Sales
and Engineering leadership
Define and deliver tailored Premium Support offerings
Enable collaboration across Sales
Develop marketing collateral
sales enablement materials
Drive business development for key and growth accounts
Facilitate cross-team interlocks and represent team updates
Collaborate with internal teams to ensure smooth deal processing
Lead customer onboarding
Update account plans and ensure alignment on goals
Build and enable a high-performing team
Drive platform adoption
and ensure contractual commitments
Identify upsell opportunities
and advocate for customer needs
Conduct quarterly business reviews (QBRs)
Develop customer success stories
Track metrics such as resolution time
Mitigate risks and develop strategies for renewals
Align with Sales and Customer Success teams to grow accounts
Conduct win/loss analyses
How You'll Work.
Team & Collaboration
Partner with Product, Engineering, and Sales to represent the voice of the customer; Partner closely with Sales, Customer Success, Product, and Engineering leadership; Align on account strategy, influence outcomes, and drive executive-level engagements; Enable collaboration across Sales, Services, Customer Success, Marketing, and other teams; Facilitate cross-team interlocks; Collaborate with internal teams to ensure smooth deal processing; Align with Sales and Customer Success teams
Communication Scope
Exceptional communication skills
Process & Methodology
Develop account success plans
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