Technical Account Manager

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HostPapa

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2006

☁️ SaaS

🌐 Web 3

🛍️ eCommerce

SaaS • Web 3 • eCommerce

HostPapa is a web hosting company that provides a variety of hosting solutions including shared web hosting, WordPress hosting, VPS hosting, and reseller hosting. They also offer additional services such as domain registration, website building tools, business email services, and security features like SSL certificates. HostPapa prides itself on its 24/7 award-winning customer support available globally, ensuring that customers receive assistance in their preferred language and timezone. With a focus on small businesses, HostPapa aims to empower customers to achieve their online goals with reliable and high-performance hosting services.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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