Technical Account Manager – Support Delivery

🔥 2 minutes ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sutherland

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1986

🏥 Healthcare

🛡️ Insurance

✈️ Travel

💰 $300M Secondary Market on 2014-10

Healthcare • Insurance • Travel

Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.

📋 Description

• Serve as a trusted advisor to NICE customers through proactive and reactive post-implementation support • Maintain strategic relationships across client business units and drive service excellence for designated accounts • Act as a subject matter expert in NICE solutions deployed at designated clients • Serve as the primary interface between customers and NICE support organizations • Manage critical issues, problems, requests, escalations, and missed expectations • Understand the full NICE solution and third-party integrations for designated accounts • Analyze support activity and service request trends, ensuring SLAs are met and CSAT is achieved • Facilitate meetings and act as the first escalation point for support process issues • Facilitate problem resolution across NICE internal teams, driving actions, communication, root-cause analysis, and best practices • Establish relationships and communicate with customers’ technical teams and management • Identify barriers to product adoption and partner with NICE and customer teams to optimize customer success • Develop, implement, and maintain standard practices aligned with the Global TAM operating model • Oversee the transition from Client Services to Customer Support and ensure Day 2 readiness and success • Act as backup for Support Managers • Mentor and coach Engineers from a technical perspective • Communicate and advocate customer requirements and concerns to Product Management, R&D, and other stakeholders • Lead root-cause and best-practice sessions with customers and internal teams

🎯 Requirements

• Proven experience in IT management client-facing roles (TAM, Technical Support Managers, Support Delivery Managers, etc.) • Background in technical support • Understanding of technical concepts and documentation • Excellent organizational and communication skills • Strong ability to use facts and data to influence decisions • Ability to prioritize and make appropriate decisions • Proven ability to meet deadlines and maintain quality standards • Excellent problem-solving, customer service, and interpersonal skills • Ability to work with a diverse group of associates • Ability to interact effectively with all levels of management and customers • Ability to work with minimal guidance or supervision in a time-critical environment • Ability to be flexible and quickly adapt to changing business needs and processes • On-call responsibilities may be required in a 24x7x365 organization • Occasional travel to customer sites may be required

🏖️ Benefits

• NICE-FLEX hybrid model: 2 days working from the office and 3 days of remote work each week • Internal career opportunities across multiple roles, disciplines, domains, and locations • Learning and growth opportunities • Confidential handling of information according to EEO guidelines