Technical Account Manager (IT Support)

About the position

At Liquid Web, we empower businesses with fully managed hosting solutions, helping them scale with confidence. For over 25 years, we’ve been delivering high-performance hosting and world-class support to businesses that rely on their web presence. Our team is driven by innovation, passion for customer success, and a dedication to pushing the boundaries of what’s possible in web hosting. We’re looking for a Technical Account Manager (TAM) to join our team and play a vital role in ensuring our high-priority customers experience top-tier support, security, and stability within their hosting environments. If you thrive in a dynamic environment, have a knack for solving technical challenges, and love working directly with customers, this is the perfect opportunity for you! This is a permanent, remote, full-time position with a salary range of $60K to $70k annually.

Responsibilities

• Serve as the primary technical point of contact for assigned high-value customers
• Drive customer retention and revenue growth through proactive engagement and strategic guidance
• Track key metrics, conduct account reviews, and identify opportunities for service expansion
• Oversee customer environments, including troubleshooting, migrations, updates, and redesigns
• Build strong relationships with key stakeholders, ensuring seamless communication between customers and internal teams
• Collaborate with internal teams to deliver tailored hosting solutions that maximize customer success
• Lead and refine the account review process to enhance customer experience
• Manage escalations and high-priority technical issues, ensuring timely resolution
• Collect and relay customer feedback to shape product development and service enhancements

Requirements

• 2+ years of experience in customer service, account management, technical support, or related fields
• Bachelor’s degree in a relevant field, or equivalent combination of education and experience
• Strong ability to communicate, present, and influence effectively at all levels
• Experience in delivering client-focused solutions tailored to customer needs
• Proven ability to manage multiple projects while maintaining technical excellence
• Exceptional verbal and written communication skills
• Knowledge of web hosting environments, including LAMP stack (Linux, Apache, MySQL, PHP), as well as RPM-based environments, basic networking, compute and storage standards, etc.
• Familiarity with CRM platforms such as Salesforce
• Strong understanding of enterprise-level Linux hosting environments, control panels, and troubleshooting
• Basic knowledge of web development troubleshooting and common content management systems (CMS) like WordPress and Magento
• Networking fundamentals and experience with cloud-based hosting solutions

Benefits

• Excellent Benefits options - Medical, Dental, Vision, Prescription
• Traditional and Roth 401k with company matching
• A collaborative team culture
• Consistent/set work hours
• Challenging non-redundant daily duties
• A voice in how things get done
• Access to ongoing training