Technical Account Manager

About the role

Sutherland is looking for a Technical Account Manager to drive customer success and technical relationship management for enterprise accounts. You will act as a trusted advisor, coordinating with engineering, support, and product teams to ensure service delivery and positive outcomes.

Key responsibilities

• Serve as the primary technical point of contact for designated customer accounts, aligning customer priorities with business objectives.
• Monitor support activities, service trends, and customer health indicators to proactively identify risks and drive continuous improvement.
• Act as the escalation lead, coordinating resolution efforts and driving critical issues to closure.
• Facilitate cross‑functional collaboration between Support, Engineering, Product, and Infrastructure to resolve technical challenges.
• Lead customer reviews, operational discussions, root‑cause analysis sessions, and continuous‑improvement initiatives.

Required profile

• Advanced English proficiency (B2 or higher).
• 5+ years of experience in technical support, technical account management, customer success, or related customer‑facing technical roles.
• Experience working with enterprise customers and managing high‑touch relationships.
• Strong analytical, communication, and stakeholder‑management skills.

Required skills

• Experience with cloud environments and SaaS platforms.
• Understanding of support processes, escalation and incident management.
• Ability to use data, metrics, and trends to drive decisions.