Technical Account Manager - Mid-Market

Role 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.