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

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

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

Technical Account Manager

Key skills