Technical Account Manager

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

The Support Delivery Manager (SDM) is a trusted advisor to NICE's customers and will provide both proactive and reactive post-implementation support ensuring alignment with the Customer's priorities and NICE's business objectives. The SDM is responsible for maintaining a strategic relationship across all client business units influencing tactical activities to drive service excellence for designated accounts. The SDM is required to be a subject matter expert in the NICE Solutions deployed at their designated clients and ensure maximum value is achieved from the NICE solution.

You will 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.

The SDM is an extension on the Support Management Team focused on escalation management, Technical Communication, driving resolution and technical best practices.

How will you make an impact?

• Understand the full solution NICE & 3rd party 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.

Have you got what it takes?

• Possess excellent organizational and communication skills.
• 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.

What's in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. Our offices are located in Usaquén, Bogotá!