Technical Account Manager - ServiceNow

$110,000 - $115,000/Yr

Trane Technologies

Full-time - Mid Level

Machinery Manufacturing

About the position

Nuvolo is seeking a highly skilled and motivated Technical Account Manager to join our team. The Technical Account Manager will play a crucial role in building and maintaining strong client relationships, providing technical expertise and support, and ensuring the successful implementation and utilization of our products and services. This position requires a strong technical background, excellent communication skills, and a passion for delivering exceptional customer service. The ideal candidate will be responsible for understanding clients' technical requirements and objectives, providing tailored solutions and recommendations, and serving as the main point of contact for troubleshooting and support. In this role, the Technical Account Manager will collaborate with cross-functional teams to ensure smooth implementation and integration of our products and services. They will liaise directly with Product Engineering for escalated issues and support case ownership to identify common issues for broader resolution, such as training, product enhancements, and more. Regular check-ins with clients will be conducted to evaluate their satisfaction and identify opportunities for improvement. Staying up-to-date with industry trends, technologies, and best practices is essential to provide valuable insights and solutions to clients. Additionally, the Technical Account Manager will prepare and present reports and progress updates to internal stakeholders and clients as needed.

Responsibilities

• Serve as the main point of contact for our clients, developing and maintaining long-term business relationships
• Understand clients' technical requirements and objectives, and provide solutions and recommendations accordingly
• Serve as the single point of contact for troubleshooting and support, follow-up and timely resolution of support cases, configuration review and project-related requirements
• Collaborate with cross-functional teams to ensure smooth implementation and integration of our products and services
• Liaise directly with Product Engineering for escalated issues
• Support case ownership to identify common issues for broader resolution (e.g., training, product enhancements, etc.)
• Assist with developing minor enhancements to enable the customer experience as needed
• Conduct regular check-ins with clients to evaluate their satisfaction and identify opportunities for improvement
• Stay up-to-date with industry trends, technologies, and best practices to provide valuable insights and solutions to clients
• Prepare and present reports and progress updates to internal stakeholders and clients as needed

Requirements

• Bachelor's degree in a relevant field such as Computer Science or Engineering
• Experience working with or in ServiceNow
• Previous experience in a technical support or account management role
• Strong technical background and understanding of software and hardware systems
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with diverse stakeholders
• Proven ability to effectively manage multiple clients and projects simultaneously
• Strong problem-solving skills and ability to think analytically and creatively
• Self-motivated and proactive, with a strong sense of accountability and ownership
• Ability to thrive in a fast-paced and dynamic environment

Benefits

• Generous compensation
• Excellent benefits
• Opportunity to be surrounded by passionate team members that look out for each other