Sutherland

3 weeks ago

Technical Account Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Own assigned enterprise accounts as the primary technical point of contact, ensuring contract deliverables, SLA compliance, customer education, and continuous product/service improvements. Lead strategic reviews and service/technology reviews, validate solution alignment, and drive measurable ROI. Triage and resolve complex technical issues using strong knowledge of contact center infrastructure, telecommunications, LAN/WAN, cloud software, and security. Coordinate cross-functionally across CX, Product, Engineering, and Sales to support renewals, retention, and successful outcomes.

Location: Bogotá

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Director level

Key Responsibilities

•Serve as the primary point of contact for assigned enterprise accounts, maintaining accountability for contract deliverables and SLA compliance.
•Develop and sustain relationships with account stakeholders from operations through executive leadership to drive measurable ROI.
•Conduct regular strategic service and technology reviews, assessing contact center operations, validating solution alignment, and identifying training requirements.
•Coordinate internal CX teams, including Technical Support, Professional Services, Subject Matter Experts, Product Management, and Engineering, to ensure appropriate resource allocation and adherence to SLA targets.
•Collaborate with Sales and Sales Engineering during final sales stages to assess opportunity viability, identify implementation risks, and align CX resources with project timelines.

Travel: Low travel

Key Requirements

•Minimum 10 years of customer account relationship management experience.
•Minimum 5 years in Enterprise Account Relationship Management (e.g., Technical Account Manager, Customer Success Manager, or Service Delivery Manager).
•Advanced technical competency in contact center infrastructure, telecommunications, LAN/WAN, cloud-based software, and security technologies.
•Fluency in verbal and written Spanish and English; proficiency in Brazilian Portuguese is required.
•Availability during customer core business hours with flexibility for occasional extended hours and after-hours on-call support; travel up to 10% for site visits and meetings.

Experience:10+ yearsEnterpriseTelecommunicationsContact centerCustomer success

Skills:CommunicationPresentationRisk mitigationStakeholder managementProblem-solving

Certifications:Lean Six SigmaITILPMPTOGAFCisco

Languages:SpanishEnglishBrazilian Portuguese

Tech Stack:Contact Center infrastructureTelecommunicationsLAN/WANCloud-based SoftwareSecurity technologies

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Sutherland

3 weeks ago

Technical Account Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: Bogotá

Workplace: Hybrid

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Director level

Key Responsibilities

•Serve as the primary point of contact for assigned enterprise accounts, maintaining accountability for contract deliverables and SLA compliance.
•Develop and sustain relationships with account stakeholders from operations through executive leadership to drive measurable ROI.
•Conduct regular strategic service and technology reviews, assessing contact center operations, validating solution alignment, and identifying training requirements.
•Coordinate internal CX teams, including Technical Support, Professional Services, Subject Matter Experts, Product Management, and Engineering, to ensure appropriate resource allocation and adherence to SLA targets.
•Collaborate with Sales and Sales Engineering during final sales stages to assess opportunity viability, identify implementation risks, and align CX resources with project timelines.

Travel: Low travel

Key Requirements

•Minimum 10 years of customer account relationship management experience.
•Minimum 5 years in Enterprise Account Relationship Management (e.g., Technical Account Manager, Customer Success Manager, or Service Delivery Manager).
•Advanced technical competency in contact center infrastructure, telecommunications, LAN/WAN, cloud-based software, and security technologies.
•Fluency in verbal and written Spanish and English; proficiency in Brazilian Portuguese is required.
•Availability during customer core business hours with flexibility for occasional extended hours and after-hours on-call support; travel up to 10% for site visits and meetings.

Experience:10+ yearsEnterpriseTelecommunicationsContact centerCustomer success

Skills:CommunicationPresentationRisk mitigationStakeholder managementProblem-solving

Certifications:Lean Six SigmaITILPMPTOGAFCisco

Languages:SpanishEnglishBrazilian Portuguese

Tech Stack:Contact Center infrastructureTelecommunicationsLAN/WANCloud-based SoftwareSecurity technologies

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor