Technical Account Manager - Support Delivery

Location: Bogotá, Colombia; hybrid NICE-FLEX model with 2 days working from the office and 3 days remotely each week. Occasional travel to customer sites may be required.

Company

hirify.global provides digital engineering, artificial intelligence, automation, cloud engineering, advanced analytics, and business process services for global enterprise brands.

What you will do

• Provide proactive and reactive post-implementation support for designated NICE customer accounts.
• Maintain strategic relationships with customer business and technical teams while aligning customer priorities with NICE business objectives.
• Act as the primary escalation interface for critical issues, problems, requests, support-process gaps, and missed expectations.
• Analyze support activity and service-request trends, monitor SLAs and CSAT, and recommend actions to close gaps.
• Coordinate problem resolution across internal NICE teams, drive communication and actions, and lead root-cause and best-practice sessions.
• Oversee the transition from Client Services to Customer Support, ensure Day 2 readiness, mentor engineers, and communicate customer requirements to product management, R&D, and other stakeholders.

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.
• Technical support background and understanding of technical concepts and documentation.
• Strong ability to use facts and data to influence decisions, prioritize work, and make appropriate decisions.
• Proven ability to meet deadlines and maintain quality standards.
• Excellent problem-solving, customer service, and interpersonal skills, with the ability to work with diverse groups 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 and adapt quickly to changing business needs and processes.

Culture & Benefits

• Work in a fast-paced, collaborative, and creative environment within a global company.
• NICE-FLEX hybrid model: 2 office days and 3 remote days per week.
• 24x7x365 support organization; on-call responsibilities may be required.
• Internal career opportunities across multiple roles, disciplines, domains, and locations.
• Occasional travel to customer sites may be required.