Technical Account Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Assume responsibility for delivering customer service across various platforms, including professional, managed, and support services.

• Ensure the maintenance of high service quality by monitoring performance metrics and adhering to SLAs/contracts.

• Oversee the processes of incident, problem, and change management, focusing on resolution and root-cause analysis.

• Manage escalations and customer expectations with clarity and timely communication.

• Define and enhance ITIL-based practices (such as change, release, capacity, knowledge, etc.) to boost service efficiency.

• Maintain continuity plans to ensure recovery of systems and services during significant outages or disasters.

• Collaborate with internal teams (support, sales, R&D, and professional services) to implement a “Customer First” strategy.

• Represent the brand to customers at a senior level, fostering trust and offering consultative advice on service delivery, costs, and functionalities.

• Serve as a technical advisor, comprehending customer environments and sharing insights with internal teams.

• Guide customers through upgrades, new releases, and best-practice solution deployments.

• Conduct quarterly or consultative reviews to identify trends, suggest improvements, and address challenges.

• Maintain product knowledge and support documentation to facilitate effective solutions.

• Foster team development through training objectives and process best practices.

• Assist with other tasks or projects as assigned to meet team and business requirements.

⛳️ Requirements

• Over 8 years of experience in customer-facing roles such as Technical Account Manager, Service Delivery Manager, or Support Lead.

• Proficient in English.

• Experience working with service providers or cloud resellers, supporting enterprise clients.

• Demonstrated stakeholder management capabilities: building trust, managing expectations, and enhancing relationships at all levels.

• Strong organizational skills to navigate competing customer demands and priorities.

• Exceptional communication, presentation, and relationship-building skills with global partners and internal teams.

• An analytical mindset for addressing 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 certifications are advantageous.

• Strategic thinker with a customer-focused approach and the ability to view the broader context.

🏝️ Benefits

• A competitive salary that recognizes your unique skills and contributions.

• Opportunities for career advancement and professional development to help you achieve your full potential.

• Flexible work arrangements designed to support work/life balance.