Technical Account Manager - ServiceNow

What success looks like in this role:

Role Overview

The Technical Account Manager acts as a strategic advisor and technical liaison between the organization and its clients. This role ensures successful adoption, optimization, and continuous improvement of platforms like ServiceNow and Freshworks, aligning technology solutions with business objectives.

Key Responsibilities

For ServiceNow

• Serve as the voice of the customer to internal teams and act as the primary point of contact for ServiceNow platform-related engagements.
• Develop and maintain a strategic roadmap for platform innovation and operational maturity.
• Guide clients on best practices, risk mitigation, and success metrics for ServiceNow implementations.
• Conduct Monthly and Quarterly Business Reviews (QBRs) and roadmap sessions to showcase platform value and upcoming releases
• Collaborate with senior IT leaders to plan strategic initiatives and ensure alignment with corporate goals.
• Provide advisory services to enhance IT Service Management (ITSM) maturity and effectiveness.
• Act as liaison between client executives and internal delivery teams, ensuring SLA compliance and governance.

• Conduct technical business reviews to assess support performance and product value realization.
• Drive product adoption and ROI through strategic initiatives and implementation projects.
• Collaborate with Product, Engineering, and Customer Success teams to relay feedback and influence roadmap decisions.
• Monitor account health metrics and proactively flag risks with mitigation strategies.
• Provide guidance on configuration, integrations, and use cases for the platform.

#LI-ND1

You will be successful in this role if you have:

B.E/ B.Tech degree and 8+ years’ relevant experience OR equivalent combination of education and experience
5 years experience in ServiceNow (Implementation, Development, Business Analyst)

Core Skills & Qualifications

• Technical Expertise: Deep understanding of ServiceNow and/or Freshworks platforms, including ITSM processes and integrations.
• Customer Engagement: Strong relationship-building skills with ability to manage executive-level stakeholders.
• Project Management: Experience in planning and executing strategic initiatives across multiple accounts.
• Communication: Excellent verbal and written communication skills for technical and non-technical audiences.
• Experience:
  • ServiceNow: CSA certification preferred; CIS certifications desirable.
  • Freshworks: 4+ years in technical account management or customer-facing technical roles.

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