About Job
One of our clients, a trusted provider of hosting and cloud solutions, helps businesses optimise their infrastructure, strengthen security, and scale with confidence. We partner closely with our clients, acting not just as a provider but as an extension of their teams, delivering technical expertise, strategic insight, and exceptional customer experience.
We are looking for a Technical Account Manager (TAM) to join our growing team. This role is perfect for someone who is technically curious, commercially aware, and passionate about building lasting client relationships.
Role Overview
As a Technical Account Manager, you will act as the bridge between our clients and our customers, ensuring their hosting, cloud, and security solutions deliver maximum value. You’ll combine technical knowledge with strong communication and relationship-building skills to guide clients through their journey with our client, from onboarding and migration through to optimisation, renewal, and growth.
Key Responsibilities
- Serve as the primary point of contact for a portfolio of customers, building trusted-advisor relationships.
- Translate technical concepts (hosting, cloud, security) into plain business language for non-technical stakeholders.
- Guide clients through onboarding, migrations, and upgrades, liaising with engineers to ensure smooth delivery.
- Monitor customer environments and proactively flag risks, opportunities, and areas for improvement.
- Run regular client reviews (QBRs, roadmap sessions, reporting) and present insights to senior stakeholders.
- Identify upsell/cross-sell opportunities and support contract renewals with clear value evidence.
- Document client interactions, create reports, and maintain accurate account records in CRM systems.
- Collaborate internally with technical, support, and project teams to align on client needs and deliverables.
- Manage escalations professionally, turning challenges into opportunities to strengthen relationships.
- Stay current on industry trends, cloud/hosting best practices, and emerging technologies to advise clients effectively.
Requirements
Required Skills & Qualifications (Must-Have)
- Solid understanding of hosting and infrastructure basics (managed hosting, cloud vs. on-prem, uptime, backups).
- Awareness of core cloud concepts (compute, storage, networking).
- Familiarity with Linux/Windows server use cases and basic hosting tasks (DNS, SSL).
- Knowledge of firewalls, SSL, DDoS, and security essentials.
- Ability to triage customer issues and escalate appropriately.
- Strong communication skills — able to explain technical concepts simply and professionally.
- Organised, reliable, and able to manage multiple customer accounts.
- Customer-first mindset; responsive and professional in interactions.
Preferred Skills (Nice-to-Have)
- Understanding of cloud pricing models and cost pitfalls.
- Experience managing hosting tasks (e.g., DNS, migrations, upgrades).
- Familiarity with DevOps concepts (CI/CD, containers, Kubernetes).
- Experience creating and delivering structured client presentations.
- Ability to produce structured reports (uptime, usage, incident reviews).
- Commercial awareness: able to discuss ROI, TCO, and identify upsell opportunities.
- Experience coordinating small to mid-sized projects
Bonus / Advantageous Skills (Advanced)
- Hands-on cloud certifications (AWS, Azure, GCP).
- Sysadmin-level expertise with operating systems and control panels.
- Implementation of advanced security solutions (WAFs, IDS/IPS).
- Experience running SaaS infrastructure projects.
- Confident public speaking at events, webinars, or client sessions.
- Experience in contract negotiation and large renewals.
- Formal project management skills (Agile, PRINCE2, PMP).
Personal Attributes
- A genuine customer advocate with a passion for solving problems.
- Credible, reliable, and seen as a trusted advisor by clients.
- Proactive — anticipates needs and suggests improvements before issues arise.
- Collaborative and able to work cross-functionally with technical and non-technical teams.
- Calm under pressure and confident managing escalations.
- Curious and committed to continuous learning, keeping up with new trends and tools.
Benefits
Why Join Us?
- Be part of a growing, innovative company at the forefront of hosting and cloud solutions.
- Work with a supportive and collaborative team that values expertise and initiative.
- Opportunity to develop technical and commercial skills, with ongoing learning encouraged.
- Competitive salary, benefits, and career growth opportunities.
