Technical Team Lead — Remote, Customer-Facing Leader

Octave; Bogotá ciudad; Remote; COP 120,000,000 - 180,000,000; Full time

Job summary

Octave is seeking a Technical Lead to oversee a technical team, mentor staff, and serve as the main Octave representative at customer business units. You will ensure delivery of high-quality, compliant services and coordinate between Octave and the customer to meet contractual obligations.

The role emphasizes driving service excellence, incident management, and cross-functional collaboration with account teams, product, and customer success, while safeguarding information security and promoting

Qualifications

• Strong experience in application support, service delivery, or customer-facing roles within a software or technology company.
• Understanding of the technical aspects of the services provided to effectively coordinate between technical teams.
• Leadership & Collaboration: Ability to lead and manage teams, ensuring that all activities are aligned with project goals and standards
• Customer Focus: Dedicated to delivering value and satisfaction, ensuring successful customer outcomes.
• Problem-Solving: Capacity to assess service demands, evaluate their severity, and negotiate timelines while addressing any issues that arise.
• Organizational Agility: Skilled in managing resources and adapting to dynamic, fast-paced environments.
• Time Management: Skill in managing schedules and deadlines to ensure services are delivered within the agreed timeframe.
• Adaptability: Flexibility to respond to changing requirements and conditions within the customer environment.
• Negotiation Skills: Ability to negotiate service delivery timelines and other contract-related aspects with customer oversight.
• Communication: Excellent interpersonal and communication skills for engaging effectively with customers and internal teams.
• Language Proficiency: Fluent in Spanish; proficiency in English is a plus.

Responsibilities

• Customer Engagement & Satisfaction: Have customer interactions, ensuring their needs are met and expectations are exceeded.
• Drive customer retention, expansion, and satisfaction (CSAT) through the effective execution of AOS TOM services.
• Leadership: Collaborate with peers and senior management to align strategies, share insights, and drive organizational goals.
• Lead and mentor technical teams (both directly and indirectly), fostering a culture of excellence, innovation, and continuous improvement.
• Provide clear direction, set performance expectations, and conduct regular coaching sessions to ensure team development and success.
• Service Administration, Operational & Support: Plan, monitor, and control service activities, ensuring quality and timely delivery.
• Participate in relevant meetings and safeguard information security.
• Prepare reports, manage administrative tasks, and ensure adherence to contractual requirements.
• Assist with incident management, operational troubleshooting, and support cases to ensure the smooth operation of Hexagon ALI solutions.
• Solution Expertise & Technical Support: Maintain deep technical knowledge of Octave solutions and ensure alignment with customer processes to deliver maximum value.
• Guide customers through system administration tasks, upgrades, data migration, and new site deployments to ensure seamless service delivery and customer success.
• Cross-Functional Collaboration: Collaborate with the account team, global support, product, and customer success teams to address and resolve customer issues, ensuring alignment and consistency across all touchpoints.
• Ensure clear communication and alignment on customer priorities and needs across the organization, driving a consistent and unified approach to service delivery.
• Continuous Improvement & Adoption: Identify areas for service improvement and implement changes to optimize efficiency, customer adoption, and overall service delivery.
• Ensure continuous mentoring for customers, with regular updates on application enhancements, version upgrades, and new functionality.
• KPI & Performance Management: Track and report on key performance indicators (KPIs) including retention, expansion, adoption, and service-level agreements (SLAs) to measure the effectiveness of services and identify opportunities for improvement.
• Support the creation of actionable reports that provide visibility into service performance and customer satisfaction.

Skills

Customer focus

Leadership & Collaboration

Communication

Problem-Solving

Time Management

Adaptability

Negotiation Skills

Organizational Agility

Spanish fluency

English proficiency A+,

Job description

Octave is seeking a Technical Lead to oversee a technical team, mentor staff, and serve as the main Octave representative at customer business units. You will ensure delivery of high-quality, compliant services and coordinate between Octave and the customer to meet contractual obligations.

The role emphasizes driving service excellence, incident management, and cross-functional collaboration with account teams, product, and customer success, while safeguarding information security and promoting