Technical Account Manager

Overview

Cloudbox is a global IT managed service provider (MSP) with a strong focus on financial services and other high-demand industries. We deliver fully outsourced IT solutions built on best-in-class public cloud and SaaS technologies, prioritising security, stability, and exceptional client experience. This is a high-intensity, fast-paced delivery environment that values ownership, clarity, confident communication, and accountability.

Role Description

Cloudbox is seeking a Technical Account Manager (TAM) based in Cape Town to join our Account Management team.

The Technical Account Manager acts as the primary technical advisor and client advocate for assigned accounts, ensuring clients derive maximum value from Cloudbox services. This role combines strong relationship management with deep technical oversight, focusing on proactive service improvement, risk mitigation, and optimisation of client environments.

The TAM works closely with Service Delivery, Engineering, and Pre-sales teams to ensure technical alignment, service excellence, and continuous improvement across all managed services.

This role requires working shifts aligned to the US workday from our Pinelands, Cape Town office.

Key Responsibilities

• Act as the primary technical point of contact for assigned clients
• Build trusted relationships with key stakeholders across the client base
• Conduct monthly and quarterly service reviews, focusing on performance, risks, and optimisation opportunities
• Analyse client environments to proactively identify:
  • Risks and vulnerabilities
  • Inefficiencies and recurring issues
  • Opportunities for improvement and optimisation
• Work closely with Service Desk and Service Managers on:
  • Escalations and major incidents
  • Root cause analysis and long-term resolution strategies
• Ensure SLA performance and service quality across all client accounts
• Translate technical concepts into clear, business-friendly communication for clients
• Partner with Pre-sales teams to:
  • Scope and design technically sound solutions
  • Support upsell and cross-sell opportunities driven by client needs
• Support onboarding of new clients, ensuring adherence to Cloudbox standards and best practices
• Review and validate monthly reporting, ensuring technical accuracy and meaningful insights
• Maintain oversight of client infrastructure and ensure alignment with Cloudbox standards
• Identify opportunities for automation, standardisation, and continuous improvement
• Collaborate with internal teams to improve processes, documentation, and service delivery standards

Essential Skills & Attributes

• Confident, professional communicator able to represent Cloudbox credibly with US-based clients
• Strong technical background in IT infrastructure, cloud (Azure/M365), and SaaS environments
• Ability to translate technical issues into business impact for non-technical stakeholders
• Experience managing escalations and troubleshooting complex environments
• Strong understanding of managed services delivery models and SLA frameworks
• Highly reliable, organised, and self-motivated with strong personal accountability
• Excellent written and verbal communication skills suitable for an international client audience
• Strong customer focus with the ability to manage expectations and handle difficult conversations calmly
• Proactive, analytical thinker who identifies issues before they become incidents
• Calm and resilient under pressure when managing competing priorities and tight timelines

Qualifications

• ITIL certification (preferred)
• Microsoft certifications (Azure, M365) highly advantageous
• Cloud, security, or infrastructure certifications strongly preferred

Experience

• Minimum 5 years’ experience in a technical, client-facing role within a technology-focused organisation
• Proven experience in an MSP or similarly fast-paced, service delivery environment
• Hands-on experience with:
  • IT infrastructure
  • Cloud services (Azure preferred)
  • SaaS platforms
• Experience acting as a trusted technical advisor to clients
• Exposure to US-based clients or distributed international teams is a strong advantage

Location

This role is based full-time at the Cloudbox office in Pinelands, Cape Town. The role is office-based and not remote.

Working Hours

The successful candidate will work a 45-hour week, Monday to Friday, aligned to UK business hours (10-19 in SA summer, 9-18 in SA winter), with flexibility required based on UK and US client needs or critical issues.

Benefits

Cloudbox provides group life, medical aid, and gap cover benefits as part of the total cost to company package. Learning and development is supported by the company, along with a wellness benefit managed by Lyra. A sample payslip will be shared with successful candidates as part of the offer and contract documentation.

Benefit details will be discussed during the recruitment process and confirmed as part of the offer and contract documentation.

Other

Successful candidates will be subject to background checks and vetting. Cloudbox offers a challenging, high-performance environment suited to disciplined self-starters who thrive in delivery-focused roles.

Cloudbox Core Values

• No jerks
• Make tomorrow better
• Remarkable service
• Honesty and respect
• Exceptional communication

This document describes the principal purpose and key responsibilities of the role. It is intended as a guide only and does not form part of any contract of employment.