HostPapa

Technical Account Manager

HostPapa

full-time

Posted on:

Origin:  • 🇨🇦 Canada

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Job Level

SeniorLead

Tech Stack

AWSAzureCloudGoogle Cloud PlatformLinuxPMPPythonSQLTCP/IPUnix

About the role

  • 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 (e.g., Technical Account Manager, Service Delivery Manager, Support Lead)
  • Fluent in English and Spanish (Portuguese a plus)
  • 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