Technical Account Manager - ServiceNow

What success looks like in this role:

• Responsible for the architecture and design of new or enhanced company products and services and for proposed solutions that fit client requirements and position Unisys competitively. Utilizes technical and architectural expertise to drive innovation into company products and services. Provides consulting and selling support to strategic prospects and accounts. Articulates the Unisys value proposition, architects custom solutions as needed, and offers thought-leadership to business-oriented, technical and other audiences. Responsible for translating target market and client business requirements and goals into specific solutions. Designs solutions that achieve financial goals as well as meet or exceed the requirements of service delivery.
• Provides Solutions Architecture consultation and advice Unisys-wide.
• Works with clients, Product Owners, Sales & Sales Excellence teams and other stakeholders to align the architectural direction of solution intent.
• Serves as lead on large-scale solution and component development, engaging with cross-functional leaders and stakeholders to ensure mutual understanding, ongoing communication and alignment of outcome expectations.
• Conducts or leads studies to determine the economic, technical and organizational feasibility of proposed solutions.
• Works on applications and system problems that are highly complex and diverse in scope, require input from divergent cross-functional teams and have potentially company-wide impact.

• The Technical Account Manager acts as a strategic advisor and technical liaison between the organization and its clients. This role ensures successful adoption, optimization, and continuous improvement of platforms like ServiceNow and Freshworks , aligning technology solutions with business objectives.
• BA/BS degree and 12+ years relevant experience OR equivalent combination of education and experience.
• 3-5 years experience in ServiceNow (Implementation, Development, Business Analyst).
• ServiceNow: CSA certification preferred; CIS certifications desirable.
• Freshworks: 4+ years in technical account management or customer-facing technical roles.
• Serve as the voice of the customer to internal teams and act as the primary point of contact for ServiceNow platform-related engagements.
• Develop and maintain a strategic roadmap for platform innovation and operational maturity.
• Guide clients on best practices , risk mitigation, and success metrics for ServiceNow implementations.
• Conduct Monthly and Quarterly Business Reviews (QBRs) and roadmap sessions to showcase platform value and upcoming releases
• Collaborate with senior IT leaders to plan strategic initiatives and ensure alignment with corporate goals.
• Provide advisory services to enhance IT Service Management (ITSM) maturity and effectiveness.
• Act as liaison between client executives and internal delivery teams, ensuring SLA compliance and governance.
• Conduct technical business reviews to assess support performance and product value realization.
• Drive product adoption and ROI through strategic initiatives and implementation projects.
• Collaborate with Product, Engineering, and Customer Success teams to relay feedback and influence roadmap decisions.
• Monitor account health metrics and proactively flag risks with mitigation strategies.
• Provide guidance on configuration, integrations, and use cases for the platform.
• Technical Expertise : Deep understanding of ServiceNow and/or Freshworks platforms, including ITSM processes and integrations.
• Customer Engagement : Strong relationship-building skills with ability to manage executive-level stakeholders.
• Project Management : Experience in planning and executing strategic initiatives across multiple accounts.
• Communication : Excellent verbal and written communication skills for technical and non-technical audiences.