Remote Senior Technical Account Manager - Cloud Services

HostPapa; España; Presencial; EUR 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Work from anywhere - remote

Competitive salary

Career advancement & professional dev

Flexible work arrangements

Descripción de la vacante

HostPapa is seeking a Technical Account Manager to maintain and enhance customer environments, coordinate platform maintenance, and provide proactive technical guidance. You will work with internal teams and customers to ensure optimal platform performance and strong customer satisfaction.

In this role you will own service delivery across multiple service lines, drive ITIL-based practices, and act as a trusted advisor on upgrades, releases, and best-practice solutions.

Formación

• 8+ years in customer-facing roles such as Technical Account Manager, Service Delivery Manager or 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, strengthening relationships at all levels.
• Responsiveness and customer-first mindset with hands-on mentality.
• Strong organizational ability to manage competing customer demands and priorities.
• Excellent communication, presentation, and relationship-building with global partners and internal teams.
• Analytical mindset to resolve technical and project management challenges.
• Flexible and on-call for high-severity issues.
• ITIL Foundation certification a plus (V4).
• Strategic thinker with customer focus.

Responsabilidades

• Take ownership of customer service delivery across platform, professional, managed, and support services.
• Ensure high-quality service levels through monitoring, performance targets, and SLAs.
• 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 to improve service efficiency.
• Collaborate with internal teams to deliver a Customer First strategy.
• Represent the brand with customers at a senior level, providing consultative advice on service delivery and costs.
• Act as a trusted technical advisor, understanding customer environments and sharing insights internally.
• Guide customers through upgrades, new releases, and best-practice deployments.
• Conduct quarterly reviews to identify trends and improvements.
• Maintain product knowledge and support documentation for effective solutions.
• Support team development through training objectives and best practices.
• Support other tasks/projects as assigned.

Conocimientos

8+ years in customer-facing roles

Fluent English

Cloud/reseller experience

Stakeholder management

Customer-first mindset

Strong communication skills

On-call readiness

ITIL knowledge

Strategic thinking

Descripción del empleo

HostPapa is seeking a Technical Account Manager to maintain and enhance customer environments, coordinate platform maintenance, and provide proactive technical guidance. You will work with internal teams and customers to ensure optimal platform performance and strong customer satisfaction.

In this role you will own service delivery across multiple service lines, drive ITIL-based practices, and act as a trusted advisor on upgrades, releases, and best-practice solutions.