Sr Technical Account Manager

Powering the world’s payments ecosystem

ACI powers the payments ecosystem - globally, and you power ACI. You’ll innovate, collaborate, and grow - in an energetic technology culture with decades of proven success. ACIers - in all roles and levels - are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments.

As a Senior Technical Account Manager in Bogota, Colombia, you will join a diverse, passionate team, dedicated to powering the world’s payments ecosystem!

Job Purpose

The Senior Technical Account Manager (Sr TAM) is a senior-level, customer-facing technical professional responsible for managing complex, high-value customer relationships. The Sr TAM ensures customers receive exceptional technical service delivery aligned with contractual commitments, business objectives, and ACI operational standards. This role serves as a trusted technical advisor to customers and a key internal partner to Support, Customer Success, Product, Engineering, and Professional Services teams.

Key Responsibilities

Customer Technical Ownership

• Serve as the primary technical point of contact for assigned complex or enterprise customers.
• Own the post-implementation technical relationship, ensuring stability, performance, and optimization of ACI solutions.
• Develop deep understanding of customer environments, business priorities, and contractual obligations.
• Advocate for customer needs internally and coordinate cross-functional engagement to drive resolution and value realization.

Escalation & Issue Management

• Manage complex technical issues and escalations, ensuring timely resolution and clear communication.
• Facilitate major incident response, including root cause analysis and post-incident reviews.
• Ensure adherence to SLAs and service commitments in collaboration with Support and Operations teams.
• Strategic Engagement & Value Delivery
• Leverage AI tooling to bring velocity, holistic understanding and value to the customer relationship
• Perform as a key contributor for technical reviews, health checks, and service governance meetings with customers.
• Identify risks, trends, and opportunities to improve system performance and customer outcomes.
• Partner with Customer Success and Sales to support renewals, expansions, and strategic initiatives.

Collaboration & Knowledge Sharing

• Collaborate closely with Product, Engineering, and Professional Services to align solutions to customer needs.
• Share best practices and provide informal mentoring to other Technical Account Managers.
• Contribute to continuous improvement of TAM processes, tools, and documentation.

Experience & Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.
• 5-8+ years of experience in Technical Account Management, Customer Success, Technical Consulting, or similar roles.
• Experience supporting enterprise customers in SaaS, hosted, cloud, payments, or financial technology environments.
• Demonstrated success managing complex technical escalations and executive-level customer interactions.

Core Competencies

• Deep technical expertise with the ability to understand complex architectures and integrations.
• Strong customer focus with a proven ability to build trusted advisor relationships.
• Excellent verbal and written communication skills across technical and non-technical audiences.
• Problem-solving mindset with the ability to operate effectively in high-pressure situations.
• Strong collaboration skills across cross-functional and geographically distributed teams.
• Ability to proactively identify risks and drive continuous improvement.

Applicants must be currently authorized to work in the Colombia on a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future.

In return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package-all within an innovative and collaborative work environment.

Are you ready to help us transform the payments ecosystem? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com Job ID (Requisition #19025)

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.

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