Hybrid Technical Account Manager (Remote-Ready)

Sutherland; Bogotá; Hybrid; COP 189,843,000 - 284,765,000; Full time

Job summary

NICE in Bogotá, Colombia is seeking a Technical Account Manager – Support Delivery to act as a trusted advisor to NICE’s customers, managing proactive and reactive post-implementation support and ensuring alignment with priorities and business objectives across client units.

As a key interface between customers and NICE’s support teams, you will handle escalations, drive technical resolution, mentor engineers, and support Day 2 readiness in a 2-office/3-remote hybrid model under NICE-FLEX.

Qualifications

• Possess excellent organizational and communication skills.
• Proven experience in IT management client-facing roles (TAM, Technical Support Managers, Support Delivery Managers, etc.).
• Background in technical support in an added value
• Understanding of technical concepts and documentation.
• 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 skills, strong customer service and interpersonal skills, plus a demonstrated 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

Responsibilities

• Be the primary interface between the Customers and NICE’s support organizations while managing critical issues, problems and requests related to escalations and missed expectations.
• Serve as extension on the Support Management Team focused on escalation management, Technical Communication, driving resolution and technical best practices.
• Understand the full solution NICE & 3rdparty integrations for designated accounts.
• Analyze support activity and SR trends for the assigned account ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps- Facilitate Meetings
• First point of escalation for designated accounts for support process issues not resolved by the standard process
• Facilitate problem resolution across NICE internal teams, driving actions, communication and RCA/Best Practices
• Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel.
• Identify barriers to product adoption and partner with appropriate NICE and Customer teams to optimize Customer success.
• Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model
• Oversee transition phase from Client Services to Customer Support (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure Day 2 readiness and Success
• Act as Back up for Support Managers as directed
• Mentor and coach Engineers from a technical perspective
• Communicate and advocate customer requirements and concerns to product management team R&D and other internal stakeholders
• Lead Root Cause/Best Practice sessions with Customers and internally as required
• As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites.

Skills

Organizational skills

Communication skills

IT management experience

Client-facing experience

Technical support background

Technical concepts

Documentation

Data-driven decisions

Prioritization

Deadline following

Problem-solving

Customer service

Interpersonal skills

Stakeholder communication

Time management in critical env

Adaptability

Job description

NICE in Bogotá, Colombia is seeking a Technical Account Manager – Support Delivery to act as a trusted advisor to NICE’s customers, managing proactive and reactive post-implementation support and ensuring alignment with priorities and business objectives across client units.

As a key interface between customers and NICE’s support teams, you will handle escalations, drive technical resolution, mentor engineers, and support Day 2 readiness in a 2-office/3-remote hybrid model under NICE-FLEX.