Director, Premium Support

About Us

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.

Our opportunity:
We’re seeking a dynamic, results-driven Director of Premium Support for the EMEA region. In this pivotal role, you will lead a high-performing team of Technical Account Managers (TAMs) and directly engage with strategic customers to drive adoption, utilization, growth, retention, and customer advocacy.

You will transform Premium Support into a value-driven, customer success–led organization, balancing leadership with hands-on engagement to deliver measurable business outcomes, strengthen long-term partnerships, and ensure predictable renewals and expansion.

Who you’ll report to:
This role will report to our VP, Global Premium Support

Location:  
Hybrid role – 2 or 3 days in office, located in London, UK

You will make an impact by being responsible for:

Operations:
Team Leadership & Development: Recruit, onboard, mentor, and develop TAMs to build a high-performing, customer-centric team focused on delivering measurable business outcomes
Customer Lifecycle Ownership: Lead the end-to-end customer lifecycle across adoption, value realization, growth, retention, and advocacy
Customer Success Strategy: Define and execute scalable strategies that drive platform adoption, utilization, and long-term customer value
Operational Excellence: Oversee team operations, resource allocation, and SLA adherence while aligning delivery to customer success milestones and outcomes
Customer Health & Risk Management: Establish and operationalize health scoring frameworks to proactively identify risks and drive mitigation strategies
Escalation Management: Serve as a senior escalation point, ensuring timely resolution while maintaining strong customer relationships and trust
Customer Advocacy: Partner with Product, Engineering, and Sales to represent the voice of the customer and influence roadmap and experience improvements
Metrics & Reporting: Track and drive performance across CSAT, NPS, adoption, utilization, retention, expansion, and renewal rates
Enablement & Best Practices: Build playbooks that evolve TAMs into strategic advisors focused on customer outcomes, not just support delivery
Strategic Account Oversight: Guide TAMs in building and executing account success plans aligned to business objectives and ROI
Continuous Improvement: Drive initiatives to enhance the customer journey, lifecycle efficiency, and overall experience
Establish and maintain strong relationships with senior customer stakeholders (VP/C-level), acting as a trusted advisor to drive strategic alignment, value realization, and long-term partnership growth
Partner closely with Sales, Customer Success, Product, and Engineering leadership to align on account strategy, influence outcomes, and drive executive-level engagements across key accounts

Pre-Sales
Defining and delivering tailored Premium Support offerings for prospective accounts aligned with business goals
Enabling collaboration across Sales, Services, Customer Success, Marketing, and other teams for streamlined execution
Developing marketing collateral, sales enablement materials, and go-to-market (GTM) plans
Driving business development for key and growth accounts with strategic engagement
Facilitating cross-team interlocks and representing team updates in strategic meetings

Onboarding
Collaborating with internal teams to ensure smooth deal processing and resource allocation
Leading customer onboarding, kickoff plans, and introductions to set projects up for success
Updating account plans and ensure alignment on goals

Value Delivery
Building and enabling a high-performing team to deliver proactive, value-added services
Driving platform adoption, mitigating risks, and ensuring contractual commitments are met
Identifying upsell opportunities, preparing for renewals, and advocating for customer needs
Conducting quarterly business reviews (QBRs) and develop customer success stories
Tracking metrics such as resolution time, satisfaction scores, and backlog to improve outcomes

Renewals
Mitigating risks and develop strategies to ensure successful service renewals
Aligning with Sales and Customer Success teams to grow accounts in line with business goals
Conducting win/loss analyses to refine strategies and maintain strong relationships

You will be a great fit if you have:  
Bachelor’s degree in a related field
12+ years of professional experience, with a strong 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 (e.g., Top 100 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

You excel in these key competencies:  
Exceptional analytical skills for forecasting, risk mitigation, and renewal strategy development
Strong communication and collaboration skills to effectively align cross-functional teams and foster teamwork
The ability to define and deliver solutions that align with business goals and identify opportunities for growth and optimization
Exceptional skill in aligning cross-functional teams (Sales, Customer Success, Marketing, etc.) to streamline processes and achieve shared objectives
A proactive approach to addressing challenges, resolving issues, and adapting strategies to meet changing customer or business needs
A commitment to understanding customer needs, advocating for them internally, and delivering solutions that ensure long-term satisfaction and success

Ready to Revolutionize Work? Join Us.
This is an opportunity to work with a global, passionate team pioneering technology that’s redefining the way people work, everywhere.  Join us and discover the many ways that you can have an impact, achieve your potential, and go be great.

Job Segment OR Key Words: RPA, APA, AI, SaaS, Technical Account Manager, TAM, Automation, Customer Support, Leadership, Customer Success, Premium Support, Agentic Process Automation

All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.