sutherland

Technical Account Manager

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Major Functions/Responsibilities

Account Management

  • Serve as the primary point of contact for assigned enterprise accounts, maintaining accountability for contract deliverables, SLA compliance, customer education, and product enhancement initiatives
  • Establish and maintain professional relationships with assigned account stakeholders across all organizational levels, from operational management through executive leadership
  • Develop comprehensive understanding of assigned accounts' business objectives and drive measurable return on investment through our products and services
  • Conduct regular strategic reviews that balance proactive and reactive engagement, positioning yourself as a trusted technical advisor; responsibilities include reporting on strategic initiatives, assessing contact center operations, validating solution alignment, identifying training requirements, communicating industry best practices, and tracking resolution of critical issues
  • Coordinate with internal CX teams (Technical Support, Professional Services, Subject Matter Experts, Product Management, Engineering) to ensure appropriate resource allocation for technical challenges and adherence to SLA targets
  • Maintain accountability for customer satisfaction, retention, and reference capability across all assigned accounts, implementing improvements that strengthen enterprise customer relationships
  • Collaborate with Sales and Sales Engineering during final sales stages to assess opportunity viability, identify implementation risks, and ensure alignment of CX resources with project timelines

**Technical**

  • Demonstrate advanced triage and troubleshooting capabilities with proven ability to resolve complex technical issues
  • Maintain superior in-depth knowledge of CX products and associated technologies, with demonstrated subject matter expertise in two or more technical domains
  • Possess exemplary expertise in telecommunications, contact center infrastructure, and related technologies
  • Leverage detailed understanding of customer environments to identify requirements and implement solutions that accelerate customer success; communicate customer usage patterns across the organization to inform product innovation and enterprise-level solution development
  • Maintain current knowledge of competitive product offerings, market differentiators, and industry trends; disseminate this knowledge to internal stakeholders

Communication

  • Conduct and facilitate regular Service and Technology Reviews with appropriate customer and internal stakeholders
  • Develop and deliver customized presentations to assigned accounts that quantify product and service utilization, realized benefits, achievements, and strategic opportunities
  • Contribute to enterprise product strategy by engaging with Product and Practice Specialist teams to communicate technical enhancements and issues to Product Management and Engineering
  • Lead meetings, calls, and discussions with appropriate authority and ownership, demonstrating organizational capability and progress tracking; extend this responsibility to accounts beyond those directly assigned as required
  • Communicate professionally with all stakeholders in complex and escalated situations, maintaining focus on issue resolution and customer success
  • Establish and maintain customer confidence through clear communication, issue representation, and transparent handling of concerns
  • Honor all commitments to customers and internal stakeholders, establishing a standard of reliability and accountability
  • Identify and formally recommend product and service improvements through established channels to drive enhancements and development initiatives
  • Apply rigorous standards to process development and improvement, addressing inefficiencies, risks, and performance gaps
  • Provide technical and process training to internal staff based on demonstrated expertise, improving organizational effectiveness and operational efficiency
  • Maintain active coordination with Sales on new opportunities to ensure proper communication and resource alignment

Required Experience

  • Minimum 10 years of customer account relationship management experience
  • Minimum 5 years of demonstrated success in Enterprise Account Relationship Management, specifically in roles such as Technical Account Manager, Customer Success Manager, or Service Delivery Manager
  • Mastery of communication and presentation skills, with proven ability to engage effectively with C-level executives and operational stakeholders
  • Advanced technical competency with demonstrated problem resolution expertise in Contact Center infrastructure, Telecommunications, LAN/WAN, Cloud-based Software, and Security technologies
  • Established professional judgment and business acumen that commands respect among organizational leaders, colleagues, customers, and partners
  • Proven capability to operate effectively within matrix-reporting structures, receiving direction and guidance from multiple senior leaders
  • Demonstrated ability to systematically capture, document, and disseminate best practices and technical knowledge through the development and maintenance of comprehensive knowledgebase content
  • Capacity to prioritize competing demands, perform effectively under pressure, meet critical deadlines, and resolve complex customer issues with professionalism
  • Availability during customer core business hours, with flexibility for occasional extended hours and after-hours on-call support as required
  • Advanced risk identification and mitigation capabilities, with demonstrated expertise in identifying, documenting, and implementing risk mitigation strategies
  • Fluency in verbal and written Spanish and English; proficiency in Brazilian Portuguese is required
  • Willingness to travel up to 10% of the time for customer site visits and company meetings

Preferred Experience

  • Advanced technical knowledge of CX products and associated technologies, particularly those deployed by enterprise accounts
  • Extensive experience in global delivery, implementation, and account management operations
  • Demonstrated experience supporting customer regulatory compliance requirements, including but not limited to HIPAA, PCI, SOX, and FISMA standards
  • Professional industry certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, or Cisco certifications

This is a Hybrid position (2 days at the office, 3 days at home) in our North Point Offices.