Technical Account Manager - Hybrid Support Delivery

Sutherland; Bogotá; Hybrid; COP 90,000,000 - 140,000,000; Full time

Job summary

NICE in Bogotá is seeking a Technical Account Manager - Support Delivery to act as a trusted advisor for designated accounts. You will manage escalations, ensure alignment with customer priorities, and maximize value from NICE solutions through proactive support and cross-functional collaboration.

The role focuses on driving service excellence, maintaining strategic relationships, and mentoring engineers while working within NICE's hybrid model in Usaquén, Bogotá.

Qualifications

• Proven experience in IT management client-facing roles (TAM, TMP, etc.).
• Strong communication skills and ability to influence stakeholders.
• Ability to manage escalations and drive outcomes.
• Experience with technical support and product adoption.
• Comfort in a fast-paced, global enterprise environment.

Responsibilities

• Understand full NICE and 3rd-party integrations for designated accounts.
• Analyze support activity and SR trends to meet SLAs and CSAT.
• First escalation point for process issues and driving resolutions.
• Coordinate跨 teams to implement RCA and best practices.
• Maintain relationships with customer technical teams and management.
• Mentor engineers and advocate customer requirements to product RD.
• Lead Root Cause/Best Practice sessions with customers and internal teams.
• Be available for on-call and occasional travel as required.

Skills

IT management

Client-facing

Communication

Problem solving

Relationship building

Time management

Escalation management

Job description

NICE in Bogotá is seeking a Technical Account Manager - Support Delivery to act as a trusted advisor for designated accounts. You will manage escalations, ensure alignment with customer priorities, and maximize value from NICE solutions through proactive support and cross-functional collaboration.

The role focuses on driving service excellence, maintaining strategic relationships, and mentoring engineers while working within NICE's hybrid model in Usaquén, Bogotá.