Technical Account Manager (Cloud)

TL;DR

Technical Account Manager (Cloud): Managing and enhancing customer cloud environments for service providers and MSPs with an accent on service delivery, SLA compliance, and technical guidance. Focus on overseeing incident and change management processes, driving root-cause analysis, and strengthening senior-level stakeholder relationships.

Location: Remote (Must be based in the United Arab Emirates)

Company

A global web hosting and cloud commerce provider powering large service providers, Telcos, and MSPs.

What you will do

• Own customer service delivery across platform, professional, and managed services.
• Monitor performance targets and ensure compliance with SLAs and contracts.
• Oversee incident, problem, and change management processes using ITIL practices.
• Act as a senior technical advisor for customers, guiding them through upgrades and best practices.
• Conduct consultative reviews to identify trends and recommend platform improvements.
• Collaborate with R&D, sales, and support teams to implement a "Customer First" strategy.

Requirements

• 8+ years of experience in Technical Account Management, Service Delivery, or Support Lead roles.
• Must be currently residing in the United Arab Emirates.
• Fluent English proficiency.
• Experience supporting enterprise clients within the cloud reseller or service provider ecosystem.
• Strong stakeholder management and relationship-building skills.
• ITIL Foundation certification (V4 preferred); PMP, Agile, or Six Sigma are assets.

Culture & Benefits

• Remote work arrangement.
• Competitive salary based on skill set.
• Opportunities for career advancement and professional development.
• Flexible work arrangements to ensure work-life balance.
• Diverse and inclusive multicultural company culture.