Technical Account Manager - Mid-Market - ServiceNow

Company DescriptionIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work.
Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500.
Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
But this is just the beginning of our journey.
Join us as we pursue our purpose to make the world work better for everyone.Job DescriptionRole Summary:The Technical Account Manager acts as a bridge between the customer and ServiceNow, ensuring customer satisfaction while understanding and solving technical challenges.
This role requires the ability to manage relationships, lead sales efforts, and possess a deep understanding of ServiceNow’s products/services.  With a focus on Customer Retention & Resolution, you will play a critical role in maintaining and enhancing customer relationships.
Your primary responsibility will be to identify at-risk customers, resolve issues related to contract terminations and renewals, and proactively work to retain customers.
You’ll be a skilled negotiator, empathetic listener, and advocate for both the customer and the company, ensuring long-term customer satisfaction and retention. Key Responsibilities:Account Management:Implement strategies to proactively retain customers who express a desire to terminate or reduce their contract spend. Identify at-risk customers and reach out to increase product adoption and retention. Develop initiatives to foster customer loyalty. Establish clear and empathetic communication channels with customers.  Build and maintain strong, long-term relationships with clients including up to the C-Suite. Act as the primary point of contact for assigned accounts. Develop and execute account plans to drive growth and retention. Develop and maintain successful relationships with implementation partners to help identify and mitigate risk collaboratively.  Technical Consultation:Actively listen to customer concerns and provide timely, thoughtful responses. Understand the root causes of customer concerns and negotiate solutions that align with both the customer’s needs and the company’s goals. Work closely with engineering or technical teams to address customer challenges. Problem-Solving and Support: Understand the customer’s specific needs and use case and present alternatives that encourage customers to continue using the product or service as necessary. Act as the voice of the customer within the company, ensuring feedback and concerns are communicated to relevant teams. Advocate for internal improvements that will increase customer satisfaction and reduce escalations including knowledge transfer to pre-sales teams.
 Proactively identify opportunities to enhance reputation through positive customer interactions and relationship-building strategies.  Present technical demonstrations and solutions to stakeholders. With an improved relationship, drive upsell, and cross-sell opportunities based on technical product knowledge. Handle technical inquiries and escalate issues when necessary. Continuously assess and improve customer resolution processes. Identify and suggest enhancements to minimize customer issues and escalations. Maintain comprehensive records of all customer interactions, including issues, resolutions, and feedback for internal reporting and analysis. Prepare and present regular reports on key customer retention metrics, including success rates in retaining customers and overall improvements in customer satisfaction.  QualificationsEducation:Bachelor’s degree in Business, Engineering, Computer Science, or a related field. Experience:5+ years in account management, technical sales, solution consulting, or a customer-facing technical role. Proven track record in managing accounts and driving customer success. Experience with the ServiceNow platform or technical expertise with cloud software solutions Experience in customer relationship management with a focus on technical support, solutions delivery, or consulting Preferred: Certifications in relevant technical domains (e.g., AWS, Azure, Google Cloud, APIs, ServiceNow System Administration). Knowledge and experience with the SAAS enterprise sales process from Discovery to Close, including objection handling & negotiation Technical Skills:Understanding of the ServiceNow platform or similar cloud-based solutions, experience with IT Service Management and ITIL preferred Ability to understand technical documentation and troubleshoot issues. Proficiency in CRM tools and productivity software (e.g., MS Office,) Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths.
Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!For positions in this location, we offer a base pay of $137,440 - $226,880, plus equity (when applicable), variable/incentive compensation and benefits.
Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.
Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.
We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.
Compensation is based on the geographic location in which the role is located and is subject to change based on work location.Additional InformationWork PersonasWe approach our distributed world of work with flexibility and trust.
Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.Equal Opportunity EmployerServiceNow is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. AccommodationsWe strive to create an accessible and inclusive experience for all candidates.
If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance. Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S.
Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals.
All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune.
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Used under license. SummaryType: Full-timeFunction: SalesExperience level: Not ApplicableIndustry: Information Technology And Services