Senior Technical Services & Account Lead

Acronis; Colombia; On-site; COP 120,000,000 - 180,000,000; Full time

Job summary

Acronis in Colombia seeks a Technical Account Manager to act as the primary technical contact for customers, guiding on health, backups and continuity. You will deliver TAM services, support pre-sales, and develop knowledge bases while building trusted relationships with client IT teams.

The role involves sizing environments, overseeing MSP/enterprise deployments, and delivering tailored training and documentation. Travel up to 30% may be required.

Qualifications

• 5+ years of hands-on experience in configuring and operating complex corporate systems.
• Ability to communicate in English and Spanish both verbally and in writing.
• Experience with AI for productivity, Copilot, Windsurf and other solutions.
• Experience in administration / troubleshooting in on-premise virtualized environments (VMware ESX, Hyper-V), Windows Server, networks and Linux platforms: bash scripting, networks, firewall, and log analysis.
• Basic experience in endpoint management and security (EDR).
• Knowledge of PgSQL, Microsoft enterprise applications/services (SQL / Hosted Exchange/AD/Office 365), Oracle SQL.
• Solid understanding of ITIL Foundation principles; certification is a plus.
• Excellent relationship and communication skills, interpersonal relationship building, and presentation to large audiences.
• Willingness to travel up to 30% including international travel.
• Experience in designing/administrating Microsoft Hosted Exchange, Microsoft SQL, etc. is a plus.
• Solid understanding of cybersecurity, RMM, backup, disaster recovery.
• Experience with Acronis Cyber Protect is a major differential.

Responsibilities

• Serve as the primary technical point of contact for customers, providing ongoing guidance, monitoring solution health, and proactively resolving issues in collaboration with internal teams.
• Provide Technical Account Management and project delivery services.
• Participate in services pre-sale process.
• Develop and keep updated knowledge bases and hands-on experience with Acronis products and services.
• Develop trusting relationships with customers’ IT / Operations / Support teams at all levels.
• Understand customer environments to design effective backup and business continuity strategies using Acronis solutions, while advising on product features, roadmap visibility, and planned maintenance.
• Engage customers in evaluating new product versions and upcoming enhancements.
• Escalate and manage the resolution of technical issues that the customer may experience with Acronis support teams, R&D, and data center operations teams.
• Develop internal and customer-facing executive summaries for Acronis, write root cause analysis reports.
• Gather customer requirements, recommend additional features, configurations, and process changes to meet their needs.
• Keep the customer regularly informed about the progress of their support tickets, incidents, and new feature requests.
• Participate in webinars, external events, and industry conferences, collaborating in the development of the Professional Services organization through the management of internal projects.
• Assess the designed solution to size infrastructure appropriately and develop detailed implementation plan.
• Lead or assist in the deployment and configuration of Acronis products for MSP and enterprise environments, according to specific customer requirements.
• Deliver technical training sessions and provide tailored documentation and user guides to customer IT teams and end users.
• Conduct technical audits of deployed solutions, ensuring performance, and security, and recommend optimizations to maximize effectiveness and ROI.
• Maintain comprehensive records of deployments and customer interactions, and gather post-deployment feedback to inform product and service improvements.

Skills

5+ years hands-on experience

English & Spanish communication

AI productivity tools experience

On-prem virtualization administration

Endpoint security (EDR) knowledge

PgSQL / SQL / Oracle SQL knowledge

ITIL foundations knowledge

Strong relationships & presentation

Travel up to 30% (intl)

Acronis Cyber Protect familiarity

Tools

VMware ESX

Microsoft Hyper-V

Windows Server

Linux systems

Bash scripting

Networking & firewall

SQL Server

Job description

Acronis in Colombia seeks a Technical Account Manager to act as the primary technical contact for customers, guiding on health, backups and continuity. You will deliver TAM services, support pre-sales, and develop knowledge bases while building trusted relationships with client IT teams.

The role involves sizing environments, overseeing MSP/enterprise deployments, and delivering tailored training and documentation. Travel up to 30% may be required.