Technical Account Manager (Remote - BR)

Whitestack is looking for a Technical Account Manager to ensure high levels of service excellence and customer satisfaction with the technological platforms implemented by the company. This strategic role reports directly to the CEO and requires a solid technical foundation in the company's solutions, as well as exceptional interpersonal skills for managing strategic accounts.

The main goal is to deeply understand how each customer uses the platforms, promote their growth and continuous improvement, and ensure a world-class post-sales experience.

Location: Remote from Brazil

Responsibilities

Service Management

• Manage and update customer support contracts in Confluence.
• Conduct regular reviews of the client’s technical inventory and knowledge base.
• Lead the support handover process, including kick-off meetings and documentation.
• Manage IVR and ticketing platforms, and coordinate maintenance windows.
• Coordinate internal meetings with managers and technical leads to review client commitments.

Customer Relationship Management

• Build strong relationships with client technical stakeholders and executives.
• Participate in key meetings with clients and vendors to identify gaps and opportunities.
• Prepare technical/executive reports as needed.
• Conduct weekly or biweekly follow-up meetings with the client’s O&M teams.
• Coordinate platform maintenance windows and production handover meetings.
• Propose and implement processes to measure customer satisfaction.
• Support other departments in customer-facing support meetings.

Support Service Quality

• Ensure SLA compliance and generate monthly reports.
• Communicate the status of ongoing critical incidents to clients.
• Validate contract expiration and renewal dates with the commercial team.
• Support DRP testing and participate in post-incident lessons learned sessions.
• Generate call reports (VoxImplant) and ensure compliance with scheduled maintenance.
• Identify service improvements with a Customer Journey focus.

Platform Administration

• Administer JIRA Service Management: users, fields, automation rules, and dashboards.
• Ensure data integrity and suggest improvements to tools or processes.
• Manage VoxImplant: fund balance, access numbers, call quality, and call flows.

Knowledge Management

• Promote internal meetings to share customer challenges and develop better solutions.
• Ensure the client's knowledge base is always up to date.

Qualifications

• Degree in Computer Science, Electronics, Electrical Engineering, or related fields.
• Minimum of 3 years of experience as an Account Manager, Project Manager, or similar roles in telecommunications, IT operations, or cloud engineering.
• Experience managing high-level client relationships.
• Advanced English; Intermediate Spanish.
• Strong understanding of Whitestack’s products and processes.
• Proactive and solution-oriented mindset.
• Excellent presentation, communication, and negotiation skills.
• Leadership, team coordination, and collaboration skills.
• Strong analytical, critical thinking, and organizational abilities.
• "Customer First" mindset.
• Familiarity with ITIL and ISO 9001 standards.
• Technical knowledge equivalent to Pre/Post Sales teams.
• Knowledge of Whitestack’s products and services.
• Familiarity with OpenStack, Kubernetes, networking protocols, and DevOps tools.
• Certification or knowledge of ITIL V3 or V4.
• Proficiency in JIRA Service Management.

About Us

Whitestack is a leading company in Latin America, specialized in cloud solutions and hyper-scalable digital infrastructure. We work with open-source technologies and the highest industry standards to drive digital transformation across the region. We're proud to be a Great Place to Work, where innovation, collaboration, and personal growth are part of our core values.

Why Join Whitestack?

🌎 International Exposure: Join global initiatives and travel to collaborate with teams in different countries.
⚖️ Real Work-Life Balance: We design policies that fit your lifestyle, empowering you to work with autonomy and purpose.
📈 Clear Career Growth: We offer a strong career path in both leadership and technology.
❤️ Health Comes First: Private health insurance for you and your family.
📚 Unlimited Learning: Access to courses, books, materials, and reimbursement for certifications.
🌐 Languages for the World: Language courses to support your global growth.
💻 Tech at Your Fingertips: We renew your work equipment every 3 years—and it’s yours to keep afterward!
🏆 Recognition for Your Effort: Performance and project success bonuses.
🎉 Time for You: At least 15 vacation days, a day off for your birthday, and extra breaks before national holidays like Independence Day, Christmas, and New Year.
🤝 Connection and Fun: Budget for recreational and team-building activities.
💡 Innovation Culture: Your ideas matter. We encourage strategic contributions from every role.

👉 Learn more about our benefits here.