Remote Technical Account Manager

Job Description

Job Summary

ServiceNow is seeking a highly skilled Remote Technical Account Manager (TAM) to join our global Customer Success team. As a TAM, you will serve as the trusted advisor and primary technical liaison for our enterprise customers, ensuring they achieve maximum value from their ServiceNow investments. You will guide clients through solution adoption, manage escalations, and proactively identify opportunities for optimization and innovation. This role is ideal for a dynamic individual with a strong technical background, excellent client management skills, and a passion for helping businesses transform their operations through digital workflows.

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Key Responsibilities

• Build and maintain strong, long-term relationships with assigned customers as their primary technical point of contact.


• Understand customer goals, business challenges, and technology environments to ensure effective implementation and platform utilization.


• Provide proactive technical guidance to maximize product adoption and performance.


• Coordinate with internal ServiceNow teams to ensure seamless service delivery, issue resolution, and continuous improvement.


• Monitor customer environments for risks, identify optimization opportunities, and provide recommendations to enhance performance.


• Deliver regular operational reviews and progress reports to stakeholders.


• Act as an escalation manager for technical issues, ensuring prompt resolution and customer satisfaction.


• Collaborate closely with Product Management, Engineering, and Support teams to influence product roadmap and enhancements based on client feedback.

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Required Skills and Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.


• Proven experience in a client-facing technical role such as Technical Account Manager, Solutions Consultant, or IT Service Management professional.


• Deep understanding of ServiceNow solutions or similar enterprise SaaS platforms.


• Strong troubleshooting, analytical, and problem-solving skills.


• Excellent communication and interpersonal skills, with the ability to present complex technical concepts to non-technical stakeholders.


• Familiarity with ITIL frameworks, cloud computing, and enterprise architecture principles.


• Ability to work independently and collaboratively in a fast-paced, remote environment.

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Experience

• 5+ years of experience in customer success, technical account management, or enterprise IT consulting.


• Experience managing enterprise-level clients and complex solution deployments.


• Prior experience with ServiceNow products (ITSM, ITOM, CSM, or HRSD) preferred.

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Working Hours

• Full-time, remote position with flexible working hours aligned to customer time zones.


• Occasional after-hours support may be required for global clients or critical incidents.

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Knowledge, Skills, and Abilities

• In-depth knowledge of cloud technologies and SaaS delivery models.


• Strong project coordination and stakeholder management abilities.


• Strategic thinking with the ability to translate business objectives into technical action plans.


• Continuous learning mindset with a commitment to professional growth.


• Ability to manage multiple priorities and deliver high-quality work under pressure.

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Benefits

• Competitive salary package with performance-based incentives.


• Health, dental, and vision insurance coverage.


• Generous paid time off, including vacation, holidays, and wellness days.


• Remote work flexibility and technology allowance.


• Professional development and certification sponsorship.


• Access to a collaborative, innovative global work culture.

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Why Join ServiceNow

At ServiceNow, we make the world of work, work better for everyone. You’ll be part of a company that values innovation, inclusion, and growth. We empower our people to drive meaningful change and deliver exceptional experiences for our customers. Joining us means contributing to cutting-edge digital transformation and being part of a team that thrives on collaboration and continuous improvement.

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How to Apply

Interested candidates are encouraged to apply online through the ServiceNow Careers Portal. Submit your updated resume along with a cover letter highlighting your relevant experience and passion for customer success. Shortlisted candidates will be contacted for further discussions.

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Job Details