Technical Account Manager

Position Summary

At managed.com, we're a remote-first, global team. We're also AI-first, so finding practical ways to use AI is part of every role here.

This role focuses on CloudBlue, a managed.com 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.

What you’ll do

• 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

About you

• 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

What we offer:

• Remote-first work, with team members across many countries
• Competitive pay, benchmarked against the markets we hire in
• Room to grow, with real ownership of your work and support for professional development
• Flexibility in how and when you work, within the core hours your team needs
• Access to the AI tools you need to do your work, and the room to experiment with them

About us:

Managed.com is the company behind a family of specialist brands spanning business technology, infrastructure, and channel commerce. These include HostPapa, ColoCrossing, Hostopia, CloudBlue, and LogoMaker. Each brand serves its market through its own products and customer experience. Together, we are bringing those strengths closer to create more connected experiences and help businesses build, operate, and grow in the AI era.

Our culture is built on trust, respect, and doing work that matters to our customers. As our brands come together, there's real room to grow into new roles and new areas of the business.

Managed.com is an equal-opportunity employer. We value the range of backgrounds, perspectives, and experiences across our team, and we hire and promote based on skills and contribution.

We're committed to providing accommodations for people with disabilities at every stage of the hiring process. If you need an accommodation, let us know, and we'll work with you to meet your needs.

It is anticipated that this position will be performed outside of Ontario.