{"id":78731,"url":"https://alion.io/job/sutherland-technical-account-manager","title":"Technical Account Manager","company":{"id":6648,"name":"Sutherland","domain":"sutherlandglobal.com","url":"https://alion.io/company/sutherland","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":81,"open_postings":47,"ghost_share":0,"stale_share":0.957,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":["CO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":89000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1760},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-07-02T16:10:36Z","employer_posted_date":"2026-07-02","last_verified_at":"2026-10-25T17:43:12Z","board_verified":true,"closed_at":null,"days_open":115,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":114},"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.\nSutherland 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.\n 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.\nThe Technical Account Manager performs a wide range of duties including some or all the following:\nServe as the primary technical point of contact and trusted advisor for designated customer accounts, ensuring alignment between customer priorities and business objectives.\nBuild strong relationships with customer stakeholders and technical teams while maintaining effective communication across multiple organizational levels.\nMonitor support activities, service trends, operational metrics, and customer health indicators to proactively identify risks and drive continuous improvement.\nAct as the primary escalation point for designated accounts, coordinating resolution efforts and driving critical issues to closure.\nFacilitate cross-functional collaboration between Support, Engineering, Product, Infrastructure, and other internal teams to resolve technical challenges and improve customer experience.\nDrive customer communication during escalations, incidents, operational issues, and service-impacting events.\nIdentify barriers to product adoption, customer success, or operational efficiency and partner with internal teams to implement improvements.\nSupport transition activities from implementation to production support, ensuring operational readiness and successful customer onboarding.\nDevelop and maintain account-specific operational processes, best practices, and service management activities aligned with organizational standards.\nLead customer reviews, operational discussions, Root Cause Analysis (RCA) sessions, and continuous improvement initiatives.\nProvide mentorship and guidance to technical teams while supporting knowledge sharing and operational maturity.\nCommunicate customer feedback, requirements, risks, and opportunities to internal stakeholders including Product Management, Engineering, and Leadership teams.\nSupport global operations including occasional travel, on-call responsibilities, or work outside standard business hours when required.\n Advanced English proficiency (B2 or Higher)\n5+ years of experience in technical support, technical account management, customer success, service delivery, solution engineering, or related customer-facing technical roles.\nPrevious experience in customer-facing positions such as Technical Account Manager, Program Manager, Project Manager, Incident Manager, Service Delivery Manager, or similar roles.\nExperience working with enterprise customers and managing high-touch customer relationships.\nExperience with cloud environments, SaaS platforms, production operations, or enterprise software environments is preferred.\nStrong understanding of support processes, escalation management, incident management, and service delivery best practices.\nExcellent communication, presentation, organizational, and stakeholder management skills.\nStrong analytical skills with the ability to use data, metrics, and trends to drive decisions and influence outcomes.\nDemonstrated ability to prioritize effectively, manage competing priorities, and perform in fast-paced environments.\nStrong problem-solving skills with experience navigating complex technical and operational challenges.\nExperience working with globally distributed teams and international customers is preferred.\nAbility to manage customer expectations while maintaining high levels of customer satisfaction and operational excellence.\n Hybrid work model: 3 days working from home and 2 days onsite at our Torre Krystal offices in 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