Technical Account Manager
Job in
Birmingham, Jefferson County, Alabama, 35275, USA
Listed on 2026-06-03
Listing for:
CommandLink
Full Time
position Listed on 2026-06-03
Job specializations:
-
IT/Tech
IT Support, Technical Support, Cloud Computing, IT Project Manager
Job Description & How to Apply Below
Job Description:
- Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes
- Configure the Command Link 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 (Service Now, Jira, Fresh service) via APIs/webhooks
- 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
- Takes on additional responsibilities and projects as needed to support the success of the team and organization.
- 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 (Service Now, Jira Service Management, Fresh service)
- Background in monitoring, alerting, AIOps, and workflow automation
- ITIL process knowledge (incident, change, problem)
- Hands-on experience with alerting/monitoring concepts and event correlation
- APIs, JSON, webhooks, and light scripting (Python/Power Shell preferred)
- Familiarity with enterprise integrations and multi-tenant SaaS delivery
- 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.
- 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 Door Dash lunches on Fridays
- Employee referral bonuses to encourage the addition of great new people to the team
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