Hybrid Technical Account Manager Client Success Escalations

Sutherland; Bogotá; Hybrid; COP 110,000,000 - 170,000,000; Full time

Job summary

NICE Systems is seeking a Support Delivery Manager in Bogotá to act as the trusted advisor for designated accounts, managing escalations and ensuring alignment with customer priorities and NICE objectives.

The role focuses on escalation management, technical communication, and driving best practices while maintaining strong relationships with customer technical teams and internal stakeholders.

Qualifications

• Excellent organizational and communication skills.
• Ability to use facts and data to influence decisions.
• Ability to prioritize and meet deadlines.
• Strong problem-solving and customer service abilities.

Responsibilities

• Serve as the primary interface between customers and NICE's support organizations for escalations and requests.
• Manage critical issues, problems and requests related to incidents and missed expectations.
• Lead escalation management, technical communications, and drive resolution best practices.
• Coordinate with customer technical teams and NICE internal stakeholders to ensure value delivery.
• Mentor engineers from a technical perspective and communicate customer requirements to product management.
• Occasionally travel to customer sites and participate in on-call rotations as needed.

Skills

Analytical thinking

Stakeholder management

Communication skills

Prioritization

Problem solving

Time management

Adaptability

Job description

NICE Systems is seeking a Support Delivery Manager in Bogotá to act as the trusted advisor for designated accounts, managing escalations and ensuring alignment with customer priorities and NICE objectives.

The role focuses on escalation management, technical communication, and driving best practices while maintaining strong relationships with customer technical teams and internal stakeholders.