Technical Account Manager - Advanced English

Sutherland Global Services SGS; Bogotá; On-site; COP 190,803,000 - 286,205,000; Full time

Job summary

Sutherland Global Services SGS in Bogotá is seeking a Support Delivery Manager to oversee strategic customer relationships and ensure high-quality technical support.

You will coordinate escalations, monitor SLAs, and drive service improvements with internal teams. On-site role in Usaquén, Bogotá with on-call availability.

Qualifications

• Experience in technical support, service delivery, TAM, Customer Success, or a similar customer-facing technical role.
• Strong technical understanding of enterprise software, IT services, or technology solutions.
• Proven experience managing customer escalations, critical issues, and stakeholder relationships.
• Excellent communication, problem-solving, and conflict-resolution skills.
• English proficiency at B2 level or higher.
• Ability to prioritize, make decisions under pressure, and coordinate cross-functional teams.

Responsibilities

• Manage relationships with strategic customers and key technical stakeholders.
• Coordinate technical support teams to resolve critical issues and customer escalations.
• Monitor SLAs, customer satisfaction, and support performance.
• Facilitate customer meetings, root cause analysis (RCA), and service improvement initiatives.
• Communicate customer needs and expectations to internal support, engineering, and product teams.
• Coordinate post-implementation handovers and ensure operational readiness.
• Drive accountability, timely communication, and continuous service improvement.

Skills

Technical support

Customer success

Escalation management

Cross-functional coordination

Communication skills

English proficiency

Education

University / Bachelor's degree

Job description

Role Overview

NICE is looking for a Support Delivery Manager to manage strategic customer relationships and ensure high-quality technical support delivery. This role serves as the primary point of contact between enterprise customers and internal technical teams, coordinating critical escalations, driving issue resolution, and ensuring customer satisfaction.

Key Responsibilities

• Manage relationships with strategic customers and key technical stakeholders.
• Coordinate technical support teams to resolve critical issues and customer escalations.
• Monitor SLAs, customer satisfaction, and support performance.
• Facilitate customer meetings, root cause analysis (RCA), and service improvement initiatives.
• Communicate customer needs and expectations to internal support, engineering, and product teams.
• Coordinate post-implementation handovers and ensure operational readiness.
• Drive accountability, timely communication, and continuous service improvement.

Requirements

• Experience in technical support, service delivery, Technical Account Management (TAM), Customer Success, or a similar customer-facing technical role.
• Strong technical understanding of enterprise software, IT services, or technology solutions.
• Proven experience managing customer escalations, critical issues, and stakeholder relationships.
• Excellent communication, problem-solving, and conflict-resolution skills.
• English proficiency at B2 level or higher.
• Ability to prioritize, make decisions under pressure, and coordinate cross-functional teams.

Location

Location: Usaquén, Bogotá, Colombia. On-call availability may be required.

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• 4 años de experiencia
• Idiomas: Inglés
• Conocimientos: Soporte técnico
• Palabras clave: cuentas, lider, jefe, gerente, manager, director, chief, lead, jefatura, regente