Technical Account Manager - ServiceNow

Nuvolo is revolutionizing Integrated Workplace Management (IWMS). Our market leading system allows customers and partners to embrace the transformational power of modern, cloud-based management. Built on ServiceNow, Nuvolo is designed to meet the growing demands of modern digital workplace transformation initiatives. Nuvolo provides an integrated workplace management system (IWMS) for a broad range of customers across HealthCare, Retail, and large corporate enterprises. Our platforms deliver improved operational efficiency, higher service levels, better safety and at lower costs.

As a Technical Account Manager (TAM), you are a key member of our Professional Services team. You’ll focus on building and maintaining strong client relationships while providing technical expertise and support while ensuring the successful implementation and utilization of our products. This role plays a pivotal part in driving customer success, ensuring clients are not only satisfied but also empowered to maximize the value of Nuvolo products and services. The TAM also serves as a key escalation point for their assigned accounts, ensuring thoughtful resolution of any issues that arise.

A Day in the Life:

Our TAMs serve as the primary technical point of contact for assigned clients. Your in-depth understanding of their product usage, business processes and rules allows you to provide guided insight and applicable application configurations and minor enhancements.

• Client Meetings, Communications and Reporting (25%)
• Minor Enhancements and Incident triage; debugging complex code/business rules, remediation, implementation, within Nuvolo’s scoped applications on the ServiceNow Platform (60%)
• Strategic Planning; quarterly priority review, product advocate and liaison (15%)

Your Key Responsibilities:

• Serve as the main point of contact for your clients. Develop and maintain long-term business relationships.
• Understand clients' technical requirements and objectives, and provide solutions and recommendations accordingly
• Lead minor development efforts for enhancements enabling the customer experience as needed
• Conduct regular check-ins with clients to evaluate their satisfaction and identify opportunities for improvement
• Troubleshoot and support the timely resolution of support cases, configuration review and project related requirements
• Collaborate with cross-functional teams to ensure smooth implementation and integration of our products and services. Working directly with Product Engineering for escalated issues.
• Stay up to date with industry trends, technologies, and best practices to provide valuable insights and solutions to clients
• Prepare and present reports and updates to internal stakeholders and clients as needed

To be successful in this position, you must have proven experience in the following areas:

• Bachelor's degree in a relevant field such as Computer Science or Engineering
• 2+ years working as a Developer in ServiceNow
• OR 3+ years writing and debugging in JavaScript within the last 3 to 5 years
• Exceptional customer service, account management and interpersonal skills
• Proven track record of managing and resolving customer issues; solution design, development and implementation of enhancements
• Understanding of ServiceNow Best Practices around Scripting and technical configurations
  • Client-side Scripting – Client Scripts, UI Policies and UI Policy Actions; GlideForm & GlideUser APIs.
  • Server-side Scripting – Business Rules, Script Includes, Script Actions, Scheduled Jobs, etc; GlideRecord, GlideSystem, & GlideDateTime APIs.
• Fundamental understanding of Change Management, Incident Management and CMDB (CI's, CMDB Architecture)
• Business Application Development (Scoped application development)
• Table/Form/List Configuration and Customizations
• Strong technical background and understanding of software and hardware systems
• Ability to effectively manage multiple clients and projects simultaneously
• Strong problem-solving skills and ability to think analytically and creatively
• Self-motivated and proactive, with a strong sense of accountability and ownership

What separates you from other applicants?

• ServiceNow Certified System Admin (CSA)
• ServiceNow Certified Application Dev (CAD)
• Experience ServiceNow scoped applications
• Experience in the IWMS space

What We Look For:

If you’re passionate about problem-solving and helping our clients address their most complex issues, this role is for you. We’re interested in self-motivated individuals who can lead clients on their own while collaborating with multi-disciplinary teams as needed in a high-performance-driven environment. As part of this role, you'll work in our Professional Services Team with the opportunity and tools to drive your career forward.

About Nuvolo:

Nuvolo is the global leader in modern, cloud-based Connected Workplace solutions. Built on ServiceNow, we provide a single platform to connect all people, physical locations, assets, and work. Our customers span multiple industries including healthcare, life sciences, financial services, government, and more. Hundreds of organizations trust Nuvolo to optimize their workplace operations.

The salary range for this position is $100,000 - $110,000 base salary plus bonus. The proposed salary for the selected candidate will depend on a variety of job-related factors, including but not limited to geographic location, market requirements, experience, training, and education.

Nuvolo is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Compensation$100,000-$110,000