Director, Premium Support in London

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system 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.

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.

This role will report to our VP, Global Premium Support. It is a hybrid role 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 ensuring 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 developing customer success stories.
• Tracking metrics such as resolution time, satisfaction scores, and backlog to improve outcomes.
• Renewals:
• Mitigating risks and developing 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.

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.