Company Description
We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 39 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.
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.