Technical Account Manager

• Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams.
• Lead the technical onboarding process for new customers: Lead customers through the onboarding process, working closely with internal teams to ensure a smooth and positive experience.
• Establish and maintain strong relationships with key stakeholders at each customer, serving as a strategic advisor and partnering with company leadership to ensure executive engagement.
• Renew and grow business: Monitor customer usage and engagement, identifying opportunities for upselling and renewals while supporting upselling and cross-selling.
• Shape future development: Work closely with Product teams to educate customers on products, drive product adoption, and inform decisions on new products.
• Proactively identifying and resolving any obstacles or blockers that may impede customer success, collaborating with peers to address them promptly.
• Utilizing self-paced training resources to support customer education and promote knowledge growth throughout their journey.
• Manage the customer life cycle experience from onboarding onward. Lead customer engagements including strategy sessions, architecture deep dive, training and formal QBR meetings to provide ongoing customer value.
• Maintain a high level of customer satisfaction by collecting and structuring client feedback, track key health and usage indicators & working closely with internal teams to prioritize requests.
• Identify, develop and implement repeatable processes across your portfolio of customers to maximize product adoption and achievement of customer's business objectives.

Senior Technical Account Manager – Southwest

• 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.

• Oversee process optimization and associated operations of a large wastewater utility
• Coordinate engineering evaluations with city/county departments and agencies
• Analyze treatment processes and ensure compliance with laws and regulations
• Develop wastewater process control policies and procedures
• Train, supervise and evaluate assigned personnel

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Senior Technical Account Manager – Southwest

Technical Account Manager

Wastewater Technical Services Manager