Technical Account Manager

Sutherland
Bogotá
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Communication","Presentation","Organizational skills","Stakeholder management","Analytical thinking"]

Own technical customer relationships for designated enterprise accounts, serving as a trusted advisor and primary point of contact. Monitor support trends, operational metrics, and customer health to proactively identify risks and drive continuous improvement. Lead escalations through resolution and closure while coordinating with Support, Engineering, Product, and Infrastructure. Facilitate customer communication during incidents and ensure smooth transition from implementation to production support and onboarding.

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FursaFursa
Sutherland
Sutherland
2 months ago

Technical Account Manager

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 10 months ago

Job Summary

Own technical customer relationships for designated enterprise accounts, serving as a trusted advisor and primary point of contact. Monitor support trends, operational metrics, and customer health to proactively identify risks and drive continuous improvement. Lead escalations through resolution and closure while coordinating with Support, Engineering, Product, and Infrastructure. Facilitate customer communication during incidents and ensure smooth transition from implementation to production support and onboarding.
Location: Bogotá
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Act as the primary technical point of contact and trusted advisor for designated customer accounts, aligning priorities with business objectives.
  • •Monitor support activities, service trends, operational metrics, and customer health indicators to identify risks and drive continuous improvement.
  • •Serve as the primary escalation point for accounts and coordinate resolution efforts to drive critical issues to closure.
  • •Facilitate cross-functional collaboration between Support, Engineering, Product, Infrastructure, and other teams to resolve technical challenges and improve customer experience.
  • •Support customer onboarding and transition from implementation to production support, including customer reviews, RCA sessions, and ongoing operational process improvements.
Travel: Low travel

Key Requirements

  • •Advanced English proficiency (B2 or higher).
  • •5+ years of experience in technical support, technical account management, customer success, service delivery, solution engineering, or related roles.
  • •Prior experience in technical account management or similar customer-facing roles (e.g., program/project/incident/service delivery management).
  • •Experience working with enterprise customers and managing high-touch relationships.
  • •Strong knowledge of support, escalation management, incident management, and service delivery best practices.
Experience:5+ yearsEnterprise softwareSaaSCloud environmentsCustomer successService delivery
Skills:CommunicationPresentationOrganizational skillsStakeholder managementAnalytical thinking
Languages:English

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
Glassdoor: 3.5
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