Technical Account Manager (TAM)

The Opportunity

WHC is looking for a Technical Account Manager to support our premium and VIP customers as their trusted technical advisor. Reporting to the Director of Customer Care, you’ll own the technical relationship for assigned accounts and help ensure their hosting, cloud, and web infrastructure runs smoothly, securely, and reliably.

You’ll work closely with customers and internal WHC teams to resolve complex issues, identify risks before they become problems, and recommend improvements that support long-term customer success. This is a hands-on, customer-facing role for someone who enjoys combining technical depth with strong relationship management and proactive communication.

What You’ll Do

• Act as the main technical point of contact for assigned premium, VIP, and strategic accounts.
• Build strong, trusted relationships with technical stakeholders and non-technical decision-makers.
• Develop a strong understanding of each customer’s hosting environment, priorities, risks, support history, and growth needs.
• Take ownership of complex or sensitive escalations, coordinating internal follow-up across Customer Care, Infrastructure, Billing, Sales, Product, and Pro Services as needed.
• Monitor support trends, recurring issues, and customer environments to identify risks before they become urgent problems.
• Lead customer onboarding, service reviews, and quarterly business reviews with clear, actionable recommendations related to performance, security, reliability, and lifecycle planning.
• Translate technical concepts into practical business value, helping customers make informed decisions about their hosting and cloud environments.
• Identify opportunities for upgrades, optimizations, and new solutions, partnering with Sales and account stakeholders to support retention and expansion.
• Maintain clear account documentation, action items, health insights, and follow-up plans.
• Represent the customer’s voice internally and help improve WHC’s TAM processes, service standards, and high-touch support model.

What You Bring

• 4+ years of experience in hosting, cloud, system administration, technical support, technical account management, or a similar customer-facing technical role.
• Strong technical understanding of web hosting, Linux and Windows environments, cPanel/WHM, networking, DNS, email, SSL, backups, migrations, server performance, and troubleshooting.
• Experience supporting complex customer environments, such as dedicated servers, VPS, cloud, private cloud, or similar internet infrastructure.
• Proven ability to own complex technical issues end-to-end, from diagnosis and internal coordination through customer communication and resolution.
• Excellent communication skills in both French and English, with the ability to explain technical issues clearly to technical and non-technical audiences.
• Strong relationship-building skills and a customer success mindset, with the ability to earn trust, including in urgent or high-pressure situations.
• A high level of ownership, organization, and follow-through across multiple accounts and priorities, with a curious, solution-oriented approach.

Nice to Have

• Experience in customer success, managed hosting, MSP, SaaS, or subscription-based environments.
• Certifications or training such as ITIL, PMP, CCNA, Linux, cPanel, cloud, or security.
• Experience with quarterly business reviews (QBRs), customer health tracking, or account growth.
• Familiarity with WordPress, security and compliance needs, and small and mid-sized business customers.

Why Join WHC?

• A Canadian, independent company with a clear market identity, a loyal customer base, and a strong focus on helping Canadians succeed online.
• Competitive compensation and benefits with a flexible hybrid work model.
• Access to training, mentorship, and career advancement opportunities.
• Frequent gatherings, lively 5à7s, a vibrant social club, and memorable 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.

Ready to Make an Impact?

If you are a customer-first technical advisor who loves solving complex hosting problems, building trust, and helping customers succeed online, we want to hear from you.

Apply today and help us deliver the high-touch, locally focused support experience that sets WHC apart!

WHC is an equal-opportunity employer. We welcome and encourage applications from all qualified candidates, including those with diverse backgrounds and abilities. Accommodations are available on request throughout the hiring process.