Technical Account Manager

Job Description

Sutherland is seeking a Technical Account Manager to play a key role in driving customer success, service excellence, and technical relationship management across enterprise customer environments. This role requires a strong combination of technical expertise, customer-facing experience, operational excellence, and stakeholder management skills. The ideal candidate will serve as a trusted advisor to customers while partnering closely with Engineering, Support, Product, and cross-functional teams to ensure successful service delivery and customer outcomes.

The Technical Account Manager performs a wide range of duties including some or all the following:

• Serve as the primary technical point of contact and trusted advisor for designated customer accounts, ensuring alignment between customer priorities and business objectives.
• Build strong relationships with customer stakeholders and technical teams while maintaining effective communication across multiple organizational levels.
• Monitor support activities, service trends, operational metrics, and customer health indicators to proactively identify risks and drive continuous improvement.
• Act as the primary escalation point for designated accounts, coordinating resolution efforts and driving critical issues to closure.
• Facilitate cross-functional collaboration between Support, Engineering, Product, Infrastructure, and other internal teams to resolve technical challenges and improve customer experience.
• Drive customer communication during escalations, incidents, operational issues, and service-impacting events.
• Identify barriers to product adoption, customer success, or operational efficiency and partner with internal teams to implement improvements.
• Support transition activities from implementation to production support, ensuring operational readiness and successful customer onboarding.
• Develop and maintain account-specific operational processes, best practices, and service management activities aligned with organizational standards.
• Lead customer reviews, operational discussions, Root Cause Analysis (RCA) sessions, and continuous improvement initiatives.
• Provide mentorship and guidance to technical teams while supporting knowledge sharing and operational maturity.
• Communicate customer feedback, requirements, risks, and opportunities to internal stakeholders including Product Management, Engineering, and Leadership teams.
• Support global operations including occasional travel, on-call responsibilities, or work outside standard business hours when required.

Qualifications

• Advanced English proficiency (B2 or Higher)
• 5+ years of experience in technical support, technical account management, customer success, service delivery, solution engineering, or related customer-facing technical roles.
• Previous experience in customer-facing positions such as Technical Account Manager, Program Manager, Project Manager, Incident Manager, Service Delivery Manager, or similar roles.
• Experience working with enterprise customers and managing high-touch customer relationships.
• Experience with cloud environments, SaaS platforms, production operations, or enterprise software environments is preferred.
• Strong understanding of support processes, escalation management, incident management, and service delivery best practices.
• Excellent communication, presentation, organizational, and stakeholder management skills.
• Strong analytical skills with the ability to use data, metrics, and trends to drive decisions and influence outcomes.
• Demonstrated ability to prioritize effectively, manage competing priorities, and perform in fast-paced environments.
• Strong problem-solving skills with experience navigating complex technical and operational challenges.
• Experience working with globally distributed teams and international customers is preferred.
• Ability to manage customer expectations while maintaining high levels of customer satisfaction and operational excellence.

Additional Information

Hybrid work model: 3 days working from home and 2 days onsite at our Torre Krystal offices in Bogotá.