1 месяц назад
Technical Account Manager
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Technical Account Manager (SaaS/Cloud): Managing enterprise customer relationships, technical escalations, service delivery, and operational readiness with an accent on customer health monitoring, incident coordination, and cross-functional collaboration. Focus on leading root cause analysis sessions, resolving complex technical and operational challenges, and driving continuous improvement across customer environments.
Location: Hybrid — 3 days working from home and 2 days onsite at Torre Krystal offices in Bogotá, Colombia
Company
is a global provider of business process and technology management services, offering analytics-driven back-office and customer-facing solutions across the customer life cycle.
What you will do
- Serve as the primary technical contact and trusted advisor for designated enterprise customer accounts.
- Build relationships with customer stakeholders and technical teams while aligning priorities with business objectives.
- Monitor support activities, service trends, operational metrics, and customer health indicators to identify risks and improvement opportunities.
- Coordinate escalations, incidents, and service-impacting events through resolution, working with Support, Engineering, Product, Infrastructure, and other teams.
- Support customer onboarding and transition from implementation to production support, maintaining account-specific processes and service management practices.
- Lead customer reviews, Root Cause Analysis sessions, continuous improvement initiatives, and knowledge-sharing activities.
Requirements
- Advanced English proficiency at B2 level or higher.
- 5+ years of experience in technical support, technical account management, customer success, service delivery, solution engineering, or related customer-facing technical roles.
- Experience in customer-facing roles such as Technical Account Manager, Program Manager, Project Manager, Incident Manager, or Service Delivery Manager.
- Experience managing enterprise customers and high-touch customer relationships.
- Strong understanding of support processes, escalation management, incident management, and service delivery best practices.
- Strong communication, analytical, organizational, problem-solving, and stakeholder management skills, with the ability to manage competing priorities.
Nice to have
- Experience with cloud environments, SaaS platforms, production operations, or enterprise software environments.
- Experience working with globally distributed teams and international customers.
Culture & Benefits
- Hybrid work model with three work-from-home days and two onsite days each week.
- Collaboration with global, cross-functional teams.
- Occasional travel and on-call or work outside standard business hours when required.
- Focus on diversity, professional conduct, customer satisfaction, and operational excellence.
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