Description:
We are seeking a hands-on, execution-driven Technical Account Manager (TAM) to partner with enterprise customers on onboarding, workflow configuration, monitoring, and ongoing adoption of the CommandLink ITSM platform.
This role is ideal for someone who thrives on personal ownership of customer success — driving projects from demo to adoption, solving technical challenges directly, and ensuring customers realize maximum value from our platform. You won’t just advise; you’ll roll up your sleeves, configure, troubleshoot, and deliver.
You will work closely with sales and solution engineering teams, but you are the primary technical owner for your accounts, accountable for successful onboarding, seamless integrations, and continuous improvement.
What You’ll Do
Customer Onboarding & Platform Setup
- Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes.
- Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting.
- Design and implement alerting and monitoring policies aligned to SLAs/SLOs.
- Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks.
Customer Success & Ongoing Support
- Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success.
- Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities.
- Run QBRs and proactively deliver improvement plans, not just recommendations.
- Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision.
Pre-Sales Engagement
- Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation.
- Collaborate with sales engineers to design solutions and ensure requirements are fully addressed.
- Deliver platform demos that clearly showcase execution-ready solutions.
Experience
What You Bring:
- 3 years minimum, 5+ years preferred in a TAM, Post-Sales, Pre-Sales, or Technical Support role.
- Relevant experience working at a SaaS company is required.
- Proven track record of owning enterprise customer outcomes end-to-end, not just advising.
- Strong hands-on knowledge of ITSM platforms (ServiceNow, Jira Service Management, Freshservice).
- Background in monitoring, alerting, AIOps, and workflow automation.
Technical Skills
- ITIL process knowledge (incident, change, problem).
- Hands-on experience with alerting/monitoring concepts and event correlation.
- APIs, JSON, webhooks, and light scripting (Python/PowerShell preferred).
- Familiarity with enterprise integrations and multi-tenant SaaS delivery.
Soft Skills
- Execution mindset — you take ownership and deliver results.
- Strong communicator with executive presence and customer-facing confidence.
- Skilled at leading customer workshops, demos, and training sessions.
- Comfortable managing multiple enterprise accounts with accountability for success.