At a Glance
- Tasks: Lead a dynamic team to enhance customer success and drive strategic growth.
- Company: Join Automation Anywhere, a leader in AI-powered automation solutions.
- Benefits: Enjoy a hybrid work model, competitive salary, and professional development opportunities.
- Other info: Collaborate with top-tier clients and cross-functional teams for exceptional outcomes.
- Why this job: Make a real impact by shaping customer experiences and driving innovation.
- Qualifications: 12+ years in Technical Account Management with proven leadership skills.
The predicted salary is between 80000 - 100000 £ per year.
Automation Anywhere is a leading provider of Agentic Process Automation solutions that help organizations transform work with AI-powered automation and advanced process discovery.
We are seeking a Director of Premium Support for the EMEA region. In this pivotal role you will lead a high‑performing team of Technical Account Managers (TAMs), engage directly with strategic customers, and drive adoption, utilization, growth, retention, and advocacy.
This role reports to the VP of Global Premium Support.
Location: Hybrid role based in London, United Kingdom. Requires 2‑3 days in office.
Responsibilities
- Team Leadership & Development: Recruit, onboard, mentor, and develop TAMs to build a customer‑centric team focused on measurable outcomes.
- Customer Lifecycle Ownership: Lead end‑to‑end 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 operations, resource allocation, and SLA adherence while aligning delivery to success milestones.
- Customer Health & Risk Management: Create health‑scoring frameworks to identify risks and implement mitigation plans.
- Escalation Management: Serve as senior escalation point, ensuring timely resolution and maintaining strong customer relationships.
- Customer Advocacy: Partner with Product, Engineering, and Sales to represent the customer voice and influence roadmap improvements.
- Metrics & Reporting: Track CSAT, NPS, adoption, utilization, retention, expansion, and renewal rates to drive performance.
- Enablement & Best Practices: Build playbooks that elevate TAMs into strategic advisors focused on outcomes.
- Strategic Account Oversight: Guide TAMs in developing account success plans aligned to ROI.
- Continuous Improvement: Lead initiatives to enhance the customer journey and lifecycle efficiency.
- Relationship Management: Maintain relationships with senior customer stakeholders (VP/C‑level) as trusted advisors.
- Partner Collaboration: Work with Sales, Customer Success, Product, and Engineering to align strategy and drive executive engagement.
- Pre‑Sales & Business Development: Define and deliver tailored Premium Support offerings, enable cross‑team collaboration, and drive growth for key accounts.
- Onboarding & Value Delivery: Oversee smooth deal processing, customer onboarding, kickoff plans, and proactive value‑added services.
- Upsell & Renewal Management: Identify upsell opportunities, prepare for renewals, conduct QBRs, and manage risks to support expansion.
- Win/Loss Analysis: Conduct analyses to refine strategies and maintain strong relationships.
Qualifications
- Bachelor’s degree in a related field.
- 12+ years of professional experience in Technical Account Management, Customer Success, or similar roles.
- Proven leadership and coaching experience with TAM or success teams.
- Expertise in pre‑sales processes, business development, and go‑to‑market strategies.
- Track record of managing complex deals, ensuring seamless order closures, and delivering value‑added services.
- Experience managing strategic customer cohorts (e.g., top 100 accounts).
- Familiarity with customer success metrics such as CSAT, ART, and backlog management.
- Demonstrated ability to identify upsell opportunities and drive renewal readiness initiatives.
Key Competencies
- Exceptional analytical skills for forecasting, risk mitigation, and renewal strategy development.
- Strong communication and collaboration skills to align cross‑functional teams.
- Ability to define and deliver solutions that align with business goals and identify growth opportunities.
- Exceptional skill in aligning cross‑functional teams (Sales, Customer Success, Marketing, etc.) to streamline processes.
- Proactive approach to addressing challenges, resolving issues, and adapting strategies.
- Commitment to understanding customer needs and advocating internally for long‑term satisfaction.
Director, Premium Support employer: LE300 Automation Anywhere UK Limited
At Automation Anywhere, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture in the heart of London. Our commitment to employee growth is evident through comprehensive training programs and mentorship opportunities, empowering our team to excel in their roles while driving innovation in AI-powered automation. With a hybrid work model and a focus on collaboration, we ensure that our employees not only thrive professionally but also enjoy a fulfilling work-life balance.
Contact Details:
LE300 Automation Anywhere UK Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Director, Premium Support
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially how they relate to customer success. This will help you tailor your answers and show that you’re genuinely interested in the role.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. Focus on articulating your experience in leading teams and driving customer success, as these are key for the Director role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Director, Premium Support
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Director, Premium Support. Highlight your experience in Technical Account Management and customer success, and don’t forget to showcase any leadership roles you've had. We want to see how you can lead a high-performing team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how your skills align with our mission at Automation Anywhere. Be sure to mention specific strategies you've implemented in the past that drove customer adoption and retention.
Showcase Your Metrics:We love numbers! When detailing your past experiences, include metrics that demonstrate your impact, like CSAT scores or renewal rates. This will help us understand how you've driven performance and customer satisfaction in previous roles.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re serious about joining our team at Automation Anywhere.
How to prepare for a job interview at LE300 Automation Anywhere UK Limited
✨Know Your Stuff
Make sure you understand Automation Anywhere's products and how they fit into the market. Familiarise yourself with Agentic Process Automation and be ready to discuss how your experience aligns with their mission of transforming work through AI-powered solutions.
✨Showcase Leadership Skills
Prepare examples that highlight your leadership and coaching experience. Think about times when you've successfully developed a team or managed complex customer relationships, especially in a technical context. This will demonstrate your capability to lead a high-performing team of Technical Account Managers.
✨Customer-Centric Mindset
Be ready to discuss your approach to customer success and how you've driven adoption and retention in previous roles. Share specific strategies you've implemented to enhance customer journeys and how you've measured success through metrics like CSAT and NPS.
✨Collaborate and Communicate
Since this role involves working closely with various teams, prepare to talk about your experience in cross-functional collaboration. Highlight instances where you've aligned different departments to achieve common goals, particularly in relation to customer advocacy and product improvements.
