Technical Account Manager

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

📋 Description

• Take charge of delivering exceptional customer service across platform, professional, managed, and support services.

• Guarantee high-quality service levels by monitoring performance targets and ensuring compliance with SLAs/contracts.

• Supervise incident, problem, and change management processes, driving resolutions and conducting root-cause analyses.

• Handle escalations and manage customer expectations with transparency and timely updates.

• Define and enhance ITIL-based practices to boost service efficiency.

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

• Represent the brand to senior customers, offering consultative advice on service delivery, costs, and functionality.

• Serve as a trusted technical advisor and share insights about the customer environment internally.

• Assist customers with upgrades, new releases, and best-practice solution deployments.

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

• Keep up-to-date with product knowledge and maintain support documentation.

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

• Assist with other tasks or projects as assigned.

⛳️ Requirements

• 8+ years in customer-facing positions such as Technical Account Manager, Service Delivery Manager, or Support Lead.

• Proficient in English.

• Spanish is a plus.

• Experience with service providers or cloud resellers supporting enterprise B2B clients.

• Demonstrated stakeholder management skills.

• Customer-first mindset with an exceptional hands-on approach.

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

• Excellent communication, presentation, and relationship-building abilities.

• Analytical mindset for addressing technical and project management challenges.

• Flexible and willing to be on-call for high-severity customer issues.

• ITIL Foundation certification is beneficial, with ITIL V4 preferred.

• Strategic thinker with a customer focus and capability to see the broader picture.

🏝️ Benefits

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

• Opportunities for career advancement and professional development.

• Flexible work arrangements to promote work/life balance.

• 24/7 award-winning customer support environment.

• Commitment to diversity and inclusion.

• Accommodation for individuals with disabilities throughout the hiring process.