[Hiring] Technical Account Manager @LaunchCode

Role Description

As a Technical Account Manager (TAM), you will leverage your core background and experience delivering client-focused solutions to act as a dedicated, embedded technical resource for our customers. Serving as a crucial bridge between standard Technical Engineering Support and Solution Architecture, you will help our clients maximize the value of their investment by delivering continuous platform enhancements, providing comprehensive upgrade support, and executing light implementation work. It is expected that you will partner closely with clients from a business perspective to understand their daily operational needs, proactively identify gaps, and ensure a seamless, high-quality Connected Workplace experience by building technical solutions that are aligned with best practices. You will also be focused on establishing strong, long-lasting client relationships.

• Serve as a dedicated, embedded technical resource for assigned clients, ensuring ongoing platform health and optimization.
• Plan, coordinate, and provide technical support for ServiceNow and company platform upgrades, minimizing disruption and ensuring compatibility.
• Collaborate with project stakeholders to define business needs and translate them into actionable technical tasks.
• Successfully deliver solution configurations, customizations, and enhancements in alignment with best practices based on client business needs.
• Bridge the gap between standard technical support and full-scale architecture by addressing mid-level technical challenges and escalating complex design needs in the organization.
• Provide oversight and expert guidance on best practices and ensure the solution adheres to governance, security, and compliance standards.
• Collaborate closely with Customer Success Managers and Technical Delivery Managers to define scope, timelines, and resource needs for ongoing customer projects.
• Deliver presentations to stakeholders focusing on system health, upgrade readiness, takeaways, and answering questions clearly.
• Build credibility and trust with business partners to unveil complexities and nuances of the business and its processes.
• Collaborate cross-functionally with support, product, and consulting teams to improve efficiency, processes, products, and increase client satisfaction.
• Demonstrate and educate clients on products, functionality, new features, and industry standards.
• Assist in the identification of opportunities for upselling additional features or services based on client needs and goals.

Qualifications

• Bachelor's degree in a relevant field or equivalent work experience.
• 3+ years of experience in a related technical, customer-facing role (e.g., Technical Support, System Administration, or technical implementations).
• ServiceNow Certifications: ServiceNow Certified System Administrator (ServiceNow Certified Application Developer is highly preferred).
• Understanding of Enterprise Architecture methodologies and frameworks such as ITIL.
• Knowledge of SDLC methodologies such as Waterfall, Agile, and Scrum.
• Previous experience with SaaS-based EAM/CMMS technologies preferred.

Requirements

• In-depth knowledge and hands-on experience with ServiceNow configuration, development, administration, and support.
• Proficiency in scripting languages such as JavaScript, GlideScript, or Jelly.
• Knowledge of fundamental database concepts.
• Familiarity with web technologies such as HTML, CSS, and AJAX.
• Experience with supporting and troubleshooting ServiceNow integrations with third-party applications.
• Strong analytical, troubleshooting, and problem-solving skills.
• Proficient in assessing environment health and planning for successful platform upgrades.
• Excellent customer communication, relationship-building, and presentation skills.
• Ability to work collaboratively across teams and serve as a trusted technical advisor to clients.

Company Description