Technical Account Manager

At Web Hosting Canada (WHC), we are passionate about helping Canadians succeed online by offering reliable website, domain, and email services tailored to their needs. Our mission extends beyond being a leader in online solutions—we strive to create a workplace that fosters growth, innovation, and connection. If you thrive in a dynamic, caring environment and are excited about shaping Canada's tech landscape, we'd love for you to join our team!

Join us on our journey to help Canadians succeed online by delivering reliable websites, domains, and email services. Apply now to become a part of a company that values creativity, fun, and sustainability!

About the role

The Technical Account Manager (TAM) is the trusted technical advisor for WHC’s premium and VIP clients. They own the customer relationship from a technical standpoint - ensuring their hosting and cloud infrastructure runs smoothly, issues are resolved quickly, and opportunities for improvement are proactively identified.

Your mission will be to deliver a reliable, high-touch experience that maximizes customer success and long-term value.

What you'll do

Own the Customer Experience

• Act as the main technical contact for your assigned accounts
• Build strong relationships and act as the customer’s advocate within WHC
• Coordinate with Support, Sales, and Product teams to deliver a seamless, high-quality experience
• Take full ownership of the customer journey
• Take ownership of complex or sensitive issues, ensuring fast and effective resolution
• Maintain customer confidence through clear, proactive, and transparent communication

Provide Technical Leadership & Proactive Guidance

• Monitor customer environments and identify risks before they become issues
• Lead regular service reviews with clear, actionable recommendations
• Advise on best practices and improvement opportunities related to performance, security, and reliability
• Act as a technical expert and trusted advisor for your customers

Drive Optimization & Growth

• Help customers get the most out of WHC’s products and services
• Identify opportunities for upgrades, optimizations, and new solutions
• Partner with Sales to support account retention and expansion
• Contribute to long-term customer success and portfolio health

Your Key Performance Indicators

• Customer satisfaction (CSAT)
• Response and resolution times
• Customer retention & growth (NRR)
• Overall health of your account portfolio

Who you are

Your experience:

• 6+ years in IT, cloud, or hosting environments
• Strong knowledge of Linux/Windows, hosting stacks (cPanel/WHM), and networking
• Experience in a customer-facing role managing complex technical environments or high-value accounts
• Experience owning and resolving complex technical issues end-to-end

Your skills:

• Strong communication skills with the ability to translate technical concepts into business value
• Ability to build trust with both technical stakeholders and non-technical decision-makers
• Strong sense of ownership and accountability for customer outcomes
• Highly organized, proactive, and able to manage multiple accounts and priorities effectively
• Able to identify client opportunities for growth and improvement
• Solution-oriented mindset with strong problem-solving and critical thinking skills
• Comfortable navigating ambiguity and making decisions in fast-paced environments

Nice to Have:

• Certifications (ITIL, PMP, CCNA, etc.)

Why join WHC?

• A collaborative team culture where your impact is visible.
• Competitive compensation and benefits with a flexible hybrid work model.
• Access to training, mentorship, and career advancement opportunities.
• Opportunities for business travel to connect and grow beyond the office.
• Frequent gatherings, lively 5à7s, a vibrant social club, and epic holiday parties.
• A bright, renovated office in Little Italy with a fully stocked kitchen and a game room featuring ping-pong, foosball, Nintendo, nerf guns, and a library.
• Certified a Great Place to Work® for five years running—because we believe work should be fun, fulfilling, and rewarding.

Ready to make an impact?

Ready to take the lead? Join us on our journey to help Canadians succeed online by delivering reliable websites, domains, and email services. Apply now to become a part of a company that values creativity, fun, and sustainability!

WHC is an equal-opportunity employer. We welcome and encourage applications from all qualified candidates, including those with diverse backgrounds and abilities.