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Technical Account Manager

2 months ago

London Area, United Kingdom UP3 Full time

Technical Account Manager


Are you looking for a new opportunity as a Technical Account Manager where you get to work with a wide range of customers to help shape how they can utilise the ServiceNow platform to make the lives of their employees and customers better?


At UP3, we specialise in ServiceNow and deliver best-in-class managed services for customers using the platform. We’re scaling rapidly, delivering innovative solutions across nearly every aspect of the platform for customers across a wide range of sectors. Due to our success and continued growth, we are on the lookout for enthusiastic and experienced Technical Account Manager to join our talented team.


You will be responsible for working with our major and strategic customers, helping them understand how they can get greater value from ServiceNow, either through increased consumption of existing products, or adoption of new ones. Working with key stakeholders to identify business challenges and opportunities are core to the role, so being able to talk through platform capabilities, deliver product demonstrations and build proof of concepts that show what can be achieved is essential. In conjunction with the delivery teams, you will support the management of customer demand and validate that any work produced delivers the value that was expected.


As you will be our customers’ trusted technical advisor, staying current with the latest ServiceNow capabilities and technology is vital. We’re looking for someone who can relate to our values and the type of company we are. If you are right for us you’ll be able to articulate why these values matter:


  • No-one is above making the tea or watering the plants.
  • Do the right thing by the customer. Always.
  • No room for egos, politics or gossip.
  • we're a team. Take pride in sharing what you know.
  • If you see something that needs doing, roll up your sleeves and get it done.
  • Remember, at some point, you did something for the first time.


The role


This is an ideal role for someone who loves demonstrating how ServiceNow can be used to solve business problems and improve processes. You will relish the opportunity to engage with customers and key stakeholders and build strong relationships, being that go to person for technical questions. You’ll enjoy testing your knowledge of the ServiceNow platform, its products, features and capabilities and be happy to get your hands dirty in configuring and performing demonstrations to show the art of the possible and to deliver the occasional proof of concept. It will be down to you to know everything your customers are doing that is related to ServiceNow.


You’ll be working closely with the Engagement Managers and technical team members to shape and articulate the outcomes required from the customers demand and help manage a prioritised backlog of work to ensure our delivery teams are kept busy. Seeing a how customers benefit from the quality solutions we produce will be a big motivating factor.


Required skills and experience:


You do not need to meet every single criteria below to apply, please submit your CV if you think you’d be a good fit for the role.


  • An excellent knowledge of ServiceNow platform products, features and capabilities, including integrations
  • Client-facing and confident in being able to translate customer needs into technical requirements
  • Being able to define clear delivery outcomes and relate to business value
  • Capable of performing demonstrations to stakeholders at all levels
  • Experience of working across multiple customers and ServiceNow instances
  • Possess the technical skills to deliver Proof of Concepts
  • A track record of identifying areas of improvements and implementing positive changes
  • Excellent analytical, problem-solving, and decision-making skills
  • Effective communication skills at all levels
  • Demonstrate taking ownership of queries and actions and providing prompt responses
  • Hold a minimum of a ServiceNow Certified System Administrator and at least one other Certified Implementation Specialist certification


Responsibilities (not limited to):


  • Establish regular meetings with key stakeholders to identify needs and requirements
  • Understand the customers business, strategic goals and challenges
  • Be the technical point of contact for the customer
  • Proactively look for opportunities in your customers to expand ServiceNow consumption and adoption
  • Build small Proof of Concepts or Value
  • Provide feedback to the wider business on trends and opportunities
  • Work with the Architecture team to understand current best practices and guidelines
  • Liaise with Engagement Managers to manage and prioritise customer demand
  • Support the technical team members to ensure delivery will meet outcomes
  • Continually develop skills and knowledge
  • Stay up to date on the latest ServiceNow features and applications


What’s in it for you?


  • Work for an established, respected ServiceNow partner. We’ve honed our craft having been with ServiceNow since the early days, going on to set up UP3 in 2016.
  • The opportunity to work on some truly interesting projects. We are thrilled to work with companies such as Southeastern Railways, HS2, National Highways, National Gas, Clyde & Co, Nuffield Health, White & Case, Avanti West Coast, HFW, Serco and more.
  • Our ongoing commitment to your training and development. All our team are given access to the ServiceNow Training Portal where we support, and actively encourage you to enhance your continued learning and certifications, and ensure all Deltas are up to date. We’re a UK’s Best Workplace for Development.
  • A brilliant team. We actively foster a culture of innovation, collaboration and creativity. We truly care about our people, we’ve been recognised as a Great Place To Work two years running and we’re committed to maintaining our company culture even as we grow and scale.


Company benefits – highlights


Maternity and Parental Leave


We offer an enhanced maternity and parental leave package. For maternity and adoption, we will provide you with 16 weeks full pay, followed by 23 weeks Statutory Maternity Pay (SMP). And for Paternity and other Parental leave, you’ll receive 4 weeks of full pay.


In addition, we encourage you to take as much time as you need for ante and post-natal appointments.


Flexible Working


We know people thrive when they’re given the opportunity to strike the right balance between their work and their personal life, so we offer flexible working arrangements so that you can do your best work, without compromising.


We embrace hybrid working so you can split your time between home and our offices in The Ministry, SE1 and we offer a £250 allowance to make sure your home working is set up with everything you need.


  • Competitive salary based on experience and 7.5% performance related bonus paid in two instalments, 6 months apart
  • Excellent Vitality health insurance, Vitality GP and Bupa level 3 dental cover
  • 4% company pension contribution
  • Flexible working, hybrid between the office and your home to fit your needs
  • Central London office for days when you do come into the office – The Ministry, Borough: includes free gym membership, wellness programmes, onsite café, bar and terrace, regular on-site events with guest passes
  • Sports and social club – recent events include Dungeons & Dragons night, wine tasting, Junkyard golf and Gourmaze tasty treasure hunt
  • Creative, curious and entrepreneurial culture – we encourage new ideas and ways of doing things