Technical Account Manager

CommandLink, LLC; México; A distancia; MXN 1,649,000 - 2,200,000; Jornada completa

Descripción de la vacante

A leading tech company is seeking a Technical Account Manager to ensure customer success with their ITSM platform. This remote role involves onboarding enterprise customers, troubleshooting technical issues, and driving adoption of workflows. Ideal candidates will have strong experience in technical roles, particularly with ITSM platforms, and excellent customer communication skills. The salary ranges from $90,000 to $120,000 per year, reflective of geographical factors.

Servicios

Generous Medical, Dental, and Vision coverage

Flexible time off

401k plan

Fun events at cool locations

Free DoorDash lunches on Fridays

Employee referral bonuses

Formación

• 3+ years in a TAM, Post-Sales, Pre-Sales, or Technical Support role, preferably in SaaS.
• Proven track record of owning enterprise customer outcomes.
• Strong hands-on knowledge of ITSM platforms.

Responsabilidades

• Lead enterprise onboarding sessions and technical discovery.
• Guide customers in adopting ITSM workflows.
• Run QBRs and proactively deliver improvement plans.

Conocimientos

Customer Onboarding

ITSM Knowledge

Technical Support

Strong Communication

Execution Mindset

Herramientas

APIs

Python

Jira

ServiceNow

Freshservice

Descripción del empleo

About the Role

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.

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. 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.

Remote location: This is a remote position open to candidates residing in the following states: Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Indiana, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, Nevada, New Hampshire, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin.

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.
• 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.

What You Bring

Experience

• 3 years minimum, 5+ years preferred in a TAM, Post-Sales, Pre-Sales, or Technical Support role, preferably in SaaS or MSP environments.
• 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.

Why you'll love life at Command|Link

Join us at CommandLink, where you'll have the opportunity to shape the future of business communication. We value the innovative spirit and seek individuals ready to bring their unique vision and expertise to a team that values bold ideas and strategic thinking. Are you ready to make an impact?

• Room to grow at a high-growth company
• An environment that celebrates ideas and innovation
• Your work will have a tangible impact
• Generous Medical, Dental, and Vision coverage for full-time employees
• Flexible time off
• 401k to help you save for the future
• Fun events at cool locations
• Free DoorDash lunches on Fridays
• Employee referral bonuses to encourage the addition of great new people to the team

Commandlink hires individuals in a number of geographic regions and the pay ranges listed reflect the cost of labor across these regions. The base pay for this position as displayed at the bottom of the job description is a range based on our lowest geographic region, up to our highest geographic region. Pay is based on location among other factors, such as skill-set, experience, and qualifications held.

The pay range for this role is:

90,000 - 120,000 USD per year (United States)