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. Provide proactive support. Provide reactive support”
What You'll Achieve.
Ensure SLAs are met; Achieve customer satisfaction
Industry & Context.
Problem resolution; 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 or equivalent, Ability to use facts and data to influence decisions, Experienced in prioritizing and making decisions, Proven ability to meet deadlines, Maintain quality standards, Experienced in managing client expectations
Nice to Have
Experience of cloud operations, International Client experience
What You'll Do.
Provide proactive support
Provide reactive support
Ensure alignment with client priorities
Ensure alignment with business objectives
Maintain strategic relationship with clients
Influence tactical activities
Drive service excellence
Achieve maximum value from solutions
Serve as primary interface between clients and support
Manage critical issues
Manage critical problems
Manage critical requests
Manage missed expectations
Understand full solution
Understand 3rd party integrations
Analyze support activity
Achieve customer satisfaction
Provide recommendations to close gaps
Act as first point of escalation
Facilitate problem resolution across internal teams
Establish relationships with client technical team
Communicate with client management
Identify barriers to product adoption
Partner with client teams
Optimize client success
Develop standard practices
Implement standard practices
Maintain standard practices
Oversee transition phase
Ensure Day 2 readiness
Act as backup for Support Managers
Communicate client requirements
Advocate client requirements
Lead Root Cause Analysis sessions
How You'll Work.
Team & Collaboration
Internal teams; Client teams; Product management team; R&D; Other internal stakeholders
Communication Scope
Technical communication; Client communication
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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