About the Role

We are looking for a proactive and results-oriented Technical Account Manager (TAM) to join our team. In this fully remote position, you will collaborate with our enterprise customers to ensure successful onboarding, configure workflows, monitor performance, and drive ongoing adoption of the CommandLink ITSM platform. This role is perfect for an individual who is passionate about customer success and enjoys taking ownership of projects to deliver exceptional service.

Responsibilities

• Serve as the primary point of contact for enterprise customers, providing guidance and support throughout the onboarding process.
• Configure workflows and assist customers in tailoring the CommandLink ITSM platform to meet their specific needs.
• Monitor customer usage and engagement metrics to identify areas for improvement and promote best practices.
• Conduct regular check-ins with customers to assess satisfaction and gather feedback for continuous improvement.
• Collaborate with internal teams, such as product development and support, to address customer issues and enhance the platform.
• Develop and deliver customer training sessions to ensure users are maximizing the value of the platform.
• Prepare reports and presentations for customers to showcase usage trends and outcomes.

Requirements

• Proven experience in a customer-facing role, preferably in a Technical Account Manager or similar capacity.
• Strong understanding of SaaS solutions and IT service management principles.
• Excellent communication and interpersonal skills, with the ability to build relationships with diverse stakeholders.
• Problem-solving mindset with the ability to think critically and provide actionable insights.
• Familiarity with network services, voice services, or IT security solutions is a plus.
• Ability to work independently and manage multiple customer accounts effectively.
• Strong organizational skills and attention to detail.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Flexible working hours and a fully remote work environment.
• Professional development opportunities and access to training resources.
• Collaborative and supportive team culture.
• Employee recognition programs and team-building activities.