Technical Account Manager
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Job Description
Technical Account Manager focusing on customer service delivery and cloud commerce at HostPapa. Collaborating with global teams to enhance customer environments and ensure satisfaction.
Responsibilities:
- Take ownership of customer service delivery across platform, professional, managed, and support services
- Ensure high-quality service levels through monitoring, performance targets, and compliance with SLAs/contracts
- Oversee incident, problem, and change management processes, driving resolution and root-cause analysis
- Manage escalations and customer expectations with transparency and timely updates
- Define and refine ITIL-based practices (change, release, capacity, knowledge, etc.) to improve service efficiency
- Maintain continuity plans to recover systems and services during major outages or disasters
- Collaborate with internal teams (support, sales, R&D, professional services) to deliver a 'Customer First' strategy
- Represent the brand with customers at a senior level , building trust and providing consultative advice on service delivery, costs, and functionality
- Act as a technical advisor, understanding customer environments and sharing insights internally
- Guide customers through upgrades, new releases, and best-practice solution deployments
- Conduct quarterly or consultative reviews to identify trends, recommend improvements, and resolve obstacles
- Maintain product knowledge and support documentation to enable effective solutions
- Support team development through training objectives and process best practices
- Support other tasks or projects as assigned to meet team and business needs
Requirements:
- 8+ years in customer-facing roles (Technical Account Manager, Service Delivery Manager, Support Lead)
- Fluent in English
- Experience with service providers or cloud resellers, supporting enterprise clients
- Proven stakeholder management skills: building trust, setting expectations, and strengthening relationships at all levels
- Strong organizational ability to manage competing customer demands and priorities
- Excellent communication, presentation, and relationship-building skills with global partners and internal teams
- An analytical mindset to resolve technical and project management challenges
- Flexible and willing to be on-call for high-severity customer issues
- ITIL Foundation certification (V4 preferred); PMP, Agile, or Six Sigma are assets
- Strategic thinker with customer focus and ability to see the bigger picture
Benefits:
- Competitive salary that values you and your unique skill sets
- Career advancement & professional development opportunities to help you reach your full potential
- Flexible work arrangements to support work/life balance
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