Technical Account Manager - Support Delivery

Sutherland

1d • Hybrid

About The Position

The Support Delivery Manager (SDM) serves as a trusted advisor to NICE customers, providing proactive and reactive post-implementation support aligned with customer priorities and NICE’s business objectives. The role maintains strategic relationships across designated client business units and influences tactical activities to drive service excellence. The SDM is a subject matter expert in the NICE solutions deployed for assigned clients and helps ensure customers achieve maximum value from those solutions.

The SDM is the primary interface between customers and NICE support organizations, managing critical issues, problems, requests, escalations, and missed expectations. As an extension of the Support Management Team, the role focuses on escalation management, technical communication, driving resolution, and promoting technical best practices. It also supports customer success, product adoption, customer transitions to support, and the development of technical capabilities among engineers.

This is a hybrid role based in Usaquén, Bogotá, Colombia, following NICE-FLEX: two days per week in the office and three days working remotely. As part of a 24x7x365 organization, on-call duties may be required, along with occasional travel to customer sites.

Requirements

• Excellent organizational and communication skills.
• Proven experience in client-facing IT management roles, such as Technical Account Manager, Technical Support Manager, or Support Delivery Manager.
• Background in technical support in an added-value environment.
• Understanding of technical concepts and documentation.
• 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, customer-service, and interpersonal skills, including the 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.
• Flexibility and ability to adapt quickly to changing business needs and processes.

Responsibilities

• Understand the complete NICE solution and third-party integrations for designated accounts.
• Analyze support activity and service-request trends, ensure service-level agreements are met and customer satisfaction is achieved, and recommend ways to close gaps.
• Facilitate meetings for assigned accounts.
• Serve as the first escalation point for support-process issues that are not resolved through the standard process.
• Coordinate problem resolution across NICE internal teams, driving actions, communication, root-cause analysis, and best practices.
• Build relationships and communicate effectively with key members of customers’ technical teams, including management.
• Identify barriers to product adoption and partner with NICE and customer teams to improve customer success.
• Develop, implement, and maintain standard practices for designated accounts aligned with the Global TAM operating model.
• Oversee the transition from Client Services to Customer Support, including reviewing documentation and reports, confirming project sign-off and documented acceptance, and updating internal sites with handoff materials.
• Ensure Day 2 readiness and success.
• Act as a backup for Support Managers as directed.
• Mentor and coach engineers from a technical perspective.
• Communicate and advocate customer requirements and concerns to product management, R&D, and other internal stakeholders.
• Lead root-cause and best-practice sessions with customers and internally as required.
• Participate in on-call responsibilities as needed and travel to customer sites occasionally.

Benefits

• Internal career opportunities across multiple roles, disciplines, domains, and locations.
• Hybrid work schedule under NICE-FLEX: two days in the office and three days remote each week.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed