Technical Account Manager - Support Delivery

About the role

NICE is hiring a Technical Account Manager (Support Delivery) in Bogotá, Colombia, to act as a trusted advisor to its customers. The role provides proactive and reactive post-implementation support, keeps a strategic relationship across client business units and ensures the NICE solution delivers maximum value. It is a hybrid position (2 days in the office, 3 days remote) based in Usaquén.

Key responsibilities

• Understand the full NICE solution and third-party integrations for each account
• Analyze support activity and service request trends so SLAs are met and CSAT is achieved, or recommend ways to close gaps
• Act as first point of escalation for support issues not resolved by the standard process, and facilitate problem resolution across NICE teams, including root cause analysis and best practices
• Build relationships with the customer's technical team and management, identify barriers to product adoption and help optimize customer success
• Develop and maintain account-standard practices aligned with the global TAM operating model
• Oversee the transition from Client Services to Customer Support, including documentation review, project sign-off and handover materials
• Ensure day 2 readiness, act as backup for Support Managers, mentor engineers and advocate customer needs to product management and R&D
• Lead root cause and best practice sessions with customers and internally; on-call duties and occasional site visits may be required

Required profile

• Proven experience in client-facing IT management roles such as TAM, Technical Support Manager or Support Delivery Manager
• Background in technical support with an added-value approach
• Excellent organizational and communication skills, with strong problem-solving and customer service abilities
• Ability to work with minimal supervision in a time-critical environment and to adapt quickly to changing needs

Required skills

• Understanding of technical concepts and documentation
• Strong ability to use facts and data to influence decisions
• Ability to interact effectively with all levels of management and customers

What we offer

• A fast-paced, collaborative and creative environment within a global company
• Internal career opportunities across roles, disciplines, domains and locations
• NICE-FLEX hybrid model: 2 office days and 3 remote days per week