Technical Account Manager

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Take charge of customer service delivery across various platforms, including professional, managed, and support services.

• Ensure exceptional service levels by monitoring performance targets and adhering to SLAs/contracts.

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

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

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

• Maintain continuity plans to recover systems and services during significant outages or disasters.

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

• Represent the brand at a senior level with customers, fostering trust and providing consultative advice on service delivery, costs, and functionality.

• Serve as a technical advisor, gaining insights into customer environments and sharing knowledge internally.

• Assist customers in navigating upgrades, new releases, and best-practice solution implementations.

• Conduct quarterly or consultative reviews to identify trends, propose enhancements, and address challenges.

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

• Promote team development through training objectives and adherence to process best practices.

• Assist with additional tasks or projects as assigned to meet team and business needs.

⛳️ 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 with service providers or cloud resellers supporting enterprise clients.

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

• Strong organizational skills to manage competing customer demands and priorities effectively.

• Excellent communication, presentation, and relationship-building abilities with global partners and internal teams.

• An analytical mindset to tackle 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-centric approach and the ability to see the broader picture.

🏝️ Benefits

• 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 that support a healthy work/life balance.