Sutherland
Technology
SupportTechnicalAccountManager
Neural analysis suggests this role is
optimal for mid candidates.
“Support Technical Account Manager at Sutherland. Skills: Customer Success, Technical Account Management, Client relationship management. Advise clients proactively. Advise clients reactively”
What You'll Achieve.
Maximize value from solutions; Meet SLAs; Achieve customer satisfaction
Industry & Context.
Root Cause Analysis
Shift work, Holidays, On-call responsibilities, Occasional travel
What They're Looking For.
Must Have
5+ years technical service experience, 1-2 years client-facing experience, Degree in computer science, Work equivalence
Nice to Have
Experience of cloud operations, International client experience
What You'll Do.
Advise clients proactively
Advise clients reactively
Ensure alignment with priorities
Ensure alignment with objectives
Maintain strategic relationship
Influence tactical activities
Drive service excellence
Understand full solution
Understand 3rd party integrations
Analyze support activity
Achieve customer satisfaction
Provide recommendations
Facilitate problem resolution
Establish relationships
Communicate with client team
Identify barriers to adoption
Optimize client success
Develop standard practices
Implement standard practices
Maintain standard practices
Oversee transition phase
Ensure Day 2 readiness
Advocate client requirements
Advocate client concerns
Lead Root Cause sessions
How You'll Work.
Team & Collaboration
Internal teams; Product management team; R&D; Internal stakeholders
Communication Scope
Technical communication; Client requirements; Client concerns
Full Job Description
About Sutherland: Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results The Support Technical Account Manager is a trusted advisor to clients and will provide both proactive and reactive support ensuring alignment with the Client’s priorities and business objectives. The TAM is responsible for maintaining a strategic relationship across all client business units influencing tactical activities to drive service excellence for designated accounts. The CS TAM will be required to have a solid understanding in the Solutions deployed at their designated clients and ensure maximum value is achieved from the solutions. You will be the primary interface between the Clients and support organizations while managing critical issues, problems and requests related to escalations and missed expectations. The TAM is an extension of the Support Management Team focused on escalation management, technical communication, driving resolution and technical best practices. Responsibilities: *
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