Technical Account Manager

Remote from: Brazil, Mexico +2 more, Argentina, Ireland
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 24 May 2026
Apply before: 24 Jun 2026
Experience level: Midweight
Views / Applies: 17 / 5

Delivering innovative technology solutions to connect and protect the world.

AI Summary

Command|Link is a global SaaS platform seeking a Technical Account Manager to own enterprise customer success end-to-end. The role involves onboarding, configuring ITSM workflows, monitoring, and integrations. The ideal candidate has 3+ years of TAM experience, strong ITSM platform knowledge, and an execution mindset. This is a 100% remote position.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires deep technical expertise in ITSM, monitoring, and integrations, along with customer-facing ownership and project management, making it challenging.

Salary Analysis

AI Insight The offered salary is not specified, but for a Technical Account Manager with 3-5+ years experience in SaaS, the market median is around $120,000. This role likely competes in the upper range given the technical requirements.

Key Skills

Technical Account Management ITSM ServiceNow Jira API Integration Monitoring AIOps Customer Success Workflow Automation SaaS

Cover Letter Sample

Dear Hiring Manager,

I am excited to apply for the Technical Account Manager position at Command|Link. With over 5 years of experience in post-sales and technical account management at SaaS companies, I have a proven track record of driving customer success through hands-on onboarding, configuration, and adoption of ITSM platforms like ServiceNow and Jira.

I thrive on taking ownership of enterprise accounts and delivering measurable outcomes. My technical skills include ITIL processes, API integrations, and monitoring tools, which align perfectly with the requirements of this role.

I am particularly drawn to Command|Link's innovative platform and the opportunity to work remotely while making a direct impact on customer success. I look forward to contributing to your team.

Sincerely,
[Your Name]

Possible Interview Questions

Describe a time you owned an enterprise customer onboarding end-to-end. What was the outcome?

At my previous company, I led the onboarding of a Fortune 500 client, configuring their ITSM workflows and integrating with ServiceNow. I ensured all SLAs were met, and the customer achieved full adoption within 3 months, resulting in a 95% satisfaction score and expansion.

How do you handle a situation where a customer is not adopting the platform as expected?

I would first analyze usage data to identify gaps, then schedule a workshop to understand their pain points. I would propose a tailored adoption plan with clear milestones and provide hands-on training to address specific needs, tracking progress weekly.

Explain a complex technical integration you managed. What challenges did you face?

I integrated a client's Jira Service Management with our platform using REST APIs and webhooks. Challenges included data mapping and authentication. I collaborated with engineering to create a custom connector, documented the process, and ensured seamless data flow.

How do you prioritize tasks when managing multiple enterprise accounts?

I use a risk-based prioritization framework, focusing on accounts with upcoming renewals or critical issues. I also set up automated monitoring alerts to proactively address problems and maintain regular check-ins with each account to stay ahead.

What is your experience with ITIL processes and how have you applied them?

I am ITIL certified and have implemented incident, change, and problem management workflows for clients. For example, I designed an automated escalation policy that reduced mean time to resolution by 30% for a major telecom client.

About Command|Link

Command|Link is a global SaaS Platform providing network, voice services, and IT security solutions, helping corporations consolidate their core infrastructure into a single vendor and layering on a proprietary single pane of glass platform. Command|Link has revolutionized the IT industry by tackling the problems our competitors create. In recognition for our unprecedented innovation and dedication, Command|Link was recognized as the SD-WAN Product of the Year, ITSM Visionary Spotlight, UCaaS Product of the Year, NaaS Product of the Year, Supplier of the Year, and the AT&T Strategic Growth Partner. Command|Link has built the only IT platform for scale that solves ISP vendor sprawl and IT headaches. We make it easy for our customers to get more done, maximize uptime and improve the bottom line.

Learn more about us here!

This is a 100% remote position.

About the Role

We are seeking a hands-on, execution-driven Technical Account Manager (TAM) to partner with enterprise customers on onboarding, workflow configuration, monitoring, and ongoing adoption of the CommandLink ITSM platform.

This role is ideal for someone who thrives on personal ownership of customer success — driving projects from demo to adoption, solving technical challenges directly, and ensuring customers realize maximum value from our platform. You won’t just advise; you’ll roll up your sleeves, configure, troubleshoot, and deliver.

You will work closely with sales and solution engineering teams, but you are the primary technical owner for your accounts, accountable for successful onboarding, seamless integrations, and continuous improvement.

What You’ll Do:

Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes.
Configure the CommandLink 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 (ServiceNow, Jira, Freshservice) 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.

What You Bring:

Experience

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 (ServiceNow, Jira Service Management, Freshservice).
Background in monitoring, alerting, AIOps, and workflow automation.

Technical Skills

ITIL process knowledge (incident, change, problem).
Hands-on experience with alerting/monitoring concepts and event correlation.
APIs, JSON, webhooks, and light scripting (Python/PowerShell preferred).
Familiarity with enterprise integrations and multi-tenant SaaS delivery.

Soft Skills

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.

Why you’ll love life at Command|Link

Join us at CommandLink, where you’ll have the opportunity to shape the future of business communication. We value the innovative spirit and seek individuals ready to bring their unique vision and expertise to a team that values bold ideas and strategic thinking. Are you ready to make an impact?

Room to grow at a high-growth company
An environment that celebrates ideas and innovation
Your work will have a tangible impact
Flexible time off
Fun events at cool locations
Employee referral bonuses to encourage the addition of great new people to the team

At CommandLink, we’re committed to creating a fair, consistent, and efficient hiring experience. As part of our process, we use AI-assisted tools to help review and analyze applications. These tools support our recruiting team by identifying qualifications and experience that align with the requirements of each role.

AI tools are used only to assist in the evaluation process — they do not make final hiring decisions. Every application is reviewed by a member of our recruiting or hiring team before any decisions are made.

Apply now >