About Us

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com

Automation Anywhere is looking for an experienced and knowledgeable Director to manage Technical Excellence Centre (TEC) function within the larger Worldwide Support organization. This position will be responsible for supporting high-end enterprise level customers or channel partners with advanced support needs, as well as building the infrastructure to support the growth of Automation Anywhere and contribute to the development and scaling of the team. You will lead a team of technical experts to align with Product Management, Engineering and the Customer Support delivery teams to enable Automation Anywhere Support to investigate issues, research solutions, create win-win outcomes, and deliver excellent customer service.  Your role will be key to ensuring our customers’ success and to help our internal technical teams to be better prepared and educated on our new solutions.

The position will be responsible for executing customer service strategy, meeting key performance metrics and overseeing the operation of the Technical Support teams. The position will also be responsible for executing service level attainment, customer satisfaction, and financial results.

Your Role as Director, Technical Excellence Centre at Automation Anywhere

Technical Excellence Centre is part of the Worldwide Support organization at Automation Anywhere. As the Director, TEC, you will lead a team of seasoned Automation Anywhere product experts with extensive experience in product design, architecture, and the understating foundational technology stack. You will lead initiatives and programs that drive large-scale transformation across Technical Support organizations. In this role, you are in a leadership position within the Global Technical Support organization - to partner with R&D Engineering, Product Management, Professional Services, Technical Support, Sales, and Customer Success teams to ensure all internal organizations are ready for product releases. In this role, you will create a robust, data-driven model to isolate top case (support and engineering) drivers and lead continuous improvement initiatives to reduce this work for the teams and customers. The Leader is the point person for driving strategic-level goals and outlining the execution plans to achieve them. Employing both a strategic focus and a tactical approach is a must in this role. The individual in this role will be critical in delivering a wide range of initiatives - from small, quick wins to lengthy and complex programs.  

This team is responsible for delivering support services to Automation Anywhere's customers globally. The team is dedicated to providing excellent customer support and ensuring customer satisfaction. This is a highly visible and very important role - customer support is a strategic differentiator for Automation Anywhere, helping drive customer loyalty, references, and repeat business.

We are searching for a dynamic leader and a professional with expertise in Technical Support in a high-growth enterprise support organization with experience in a SaaS and agile environment. We’re looking for leaders apt at building a high-performance culture in the organization, a strong change management experience, strong business acumen, and experience in the customer service/support field. 

DUTIES AND RESPONSIBILITIES:    

• Build and lead the TEC function responsible for providing product level expertise for Support delivery teams 

• Own and drive strategic direction for both Supportability and Release Readiness framework. 

• Advocate for customer needs within the organization and drive initiatives to address systemic problems. 

• Lead monthly cross-functional Executive meetings on key Product Quality and Supportability opportunities leveraging strong data analytics.  

• Partner with Support Delivery, Engineering, Product Management, Sales, and Professional Services to ensure alignment on new releases and improvement opportunities.  

• Lead and mentor a senior team of high performing escalation managers and specialists in multiple regions. 

• Provide Business leadership on key projects and manage various initiatives within and beyond. Support across multiple teams, taking a hands-on and proactive approach to unblock progress, introduce efficiencies, and provide workflow solutions. 

• Anticipate and mitigate risks - by closely involving teams' goals and challenges, applying past experience, and considering the big picture. 

• Drive optimum customer and TSE experience and help deliver on all targets such as Customer Satisfaction, Quality, Productivity, Response & Resolution times. 

• Drive operational excellence in the function and provide leadership oversight to enable process optimization, execution methodology and framework, etc. 

• Lead Technical Support and interface effectively with cross-functional teams and customers. 

• Lead strategic initiatives that impact the tactical approach to customer support and influence policies, workflows, and performance standards. 

REQUIREMENTS: 

• A total of 10+ years of industry experience with strong exposure to Customer Support in a software, SaaS, or systems development environment. 

• 5+ years of experience in escalation management, customer support, or a related role in a leadership position. 

• A BS degree in Engineering, Computer Science, or Operations Management. MBA is a Plus.

• Strong leadership skills: ability to influence without authority. Strong technical aptitude/affinity; experience working with software, test, and/or system engineers. 

• Thrives in a fast-paced environment with a high rate of change. 

• Excellent verbal and written communication; skilled with communication at all levels. 

• Solid understanding of Customer Support, including processes like Case Handling, Case Reviews, Follow-the-sun, escalation processes, 3rd party support processes, CSAT/DSAT Reviews, Global queue management, escalations, language support, and more.  

• An understanding of multi-tenant SaaS, single-tenant, and DevOps software environments; experience in managing organizations through the transition between these environments 

• Good technical knowledge of the following concepts 

• Experience with building and delivering services at scale, leveraging distributed systems architectures. 

• Strong skills with some of the back-end technologies we use: PHP, NodeJS, Typescript, MongoDB, message queuing systems or Kubernetes. 

• Technical knowledge of networking technologies and protocols, such as TCP/IP, VLAN, DNS, DHCP, VPN, etc. 

• SaaS experience: Salesforce, Netsuite, Workday, ServiceNow 

• Preferred to have prior experience in robotic process automation products (RPA)

CORE COMPETENCIES:  

• Communications 

• Problem Solving and Analytical Skills 

• Planning and Organization 

• Analysis and Reporting 

• Customer Focus 

• Relationship Building