Director, Premium Support

About the role

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 si

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