Technical Account Manager

Job Summary

Seeking a hands-on Technical Account Manager to work remotely with enterprise customers on onboarding, workflow configuration, and ongoing adoption of the CommandLink ITSM platform, ensuring maximum value and satisfaction through direct engagement and technical support.

Key responsibilities

• Lead enterprise onboarding sessions and manage technical discovery with full accountability for outcomes
• Configure the CommandLink ITSM platform, including services, workflows, automation rules, and reporting
• Act as the primary technical owner for assigned accounts, guiding customers in adopting ITSM workflows and resolving technical issues

Required qualifications

• Minimum of 3 years of experience in a Technical Account Manager, Post-Sales, Pre-Sales, or Technical Support role, with a preference for 5+ years
• Relevant experience in a SaaS company and proven track record of owning enterprise customer outcomes
• Strong hands-on knowledge of ITSM platforms such as ServiceNow, Jira, or Freshservice
• Familiarity with APIs, JSON, webhooks, and light scripting (Python/PowerShell preferred)
• ITIL process knowledge related to incident, change, and problem management