[Hiring] Technical Account Manager @HostPapa

Role Description

This role focuses on CloudBlue, a HostPapa business that powers cloud commerce for many of the world’s largest service providers, including major Telcos, distributors, and MSPs. CloudBlue enables partners to monetize and manage cloud services and subscriptions at scale, combining the agility of a high-growth business with the backing of a global organization.

As the Technical Account Manager, you will focus on maintaining and enhancing customer environments, coordinating platform maintenance, and providing proactive technical guidance. You will work closely with internal teams and customers to ensure optimal platform performance and strong customer satisfaction.

• 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.
• 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 trusted 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.

Qualifications

• 8+ years in customer-facing roles (e.g., Technical Account Manager, Service Delivery Manager, Support Lead).
• Fluent in English. Spanish is a plus.
• Experience with service providers or cloud resellers, supporting enterprise clients in B2B.
• Proven stakeholder management skills: building trust, setting expectations, and strengthening relationships at all levels.
• Responsiveness and Customer-first mindset with exceptional hands-on mentality.
• 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 a plus (V4 preferred).
• Strategic thinker with customer focus and ability to see the bigger picture.

Benefits

• Work from anywhere - this is a remote opportunity.
• A 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.

Company Description

At HostPapa, we’ve been committed to providing a complete array of enterprise-grade cloud services solutions to every business owner since 2006. These services, traditionally out of reach to smaller businesses, are offered in a one-stop shop, making it quick and easy for customers to select the services they need to grow. We back these offerings with 24/7 award‑winning customer support in four languages.

• Our HostPapa family values diversity and inclusion.
• We have a friendly company culture built on trust and respect spanning the entire company.
• With the acquisition of several companies into our product portfolio within the past year, we’re growing at an incredible rate and have ample opportunities for career growth.
• HostPapa is an equal-opportunity employer committed to diversity and inclusion.
• HostPapa is committed to providing accommodations for people with disabilities.