Senior Technical Account Manager
HybridBogotá, Bogota D.C., Colombia or Bogota, New Jersey, United States
Job Summary
Lead and develop a team of Technical Account Managers by defining objectives, establishing operating frameworks, and creating scalable playbooks for technical support and account growth. Act as a senior technical advisor to build trusted relationships with strategic customers, guiding implementation, deployment, and optimization while resolving complex technical escalations across mobile handsets, OEM integrations, and secure firmware. Partner with Pre-Sales, Product, and Engineering teams to shape customer strategy, influence roadmap development, and drive adoption, retention, and expansion. Monitor customer health scores and KPIs to identify proactive improvement opportunities and ensure service configurations align with security best practices. Provide regular reporting on team performance and customer outcomes, facilitating root cause analysis and retrospective sessions to prevent recurring issues.
Required Qualifications
- Extensive experience working as a Technical Account Manager, Customer Success Engineer, Solutions Engineer, or similar customer-facing technical role
- Proven experience leading and developing technical teams
- Experience managing strategic enterprise customers and complex technology relationships
- Experience supporting customer adoption, retention, and growth initiatives
- Experience managing technical escalations and complex issue resolution
- Experience working across international customers and distributed teams
- Experience creating processes, frameworks, and operating models that improve team performance
- Extensive experience as a Technical Account Manager and team manager
- Extensive experience in the field of working with secure systems, such as device locking technologies
- Experience with several cloud platforms (AWS, Azure etc.), mobile handsets (Android, iOS)
- Extensive experience in OEM integration, SW update management and device security
- Strong understanding of technical solution delivery across hardware, firmware, software, and cloud environments
- Understanding of cybersecurity principles and security best practices
- Knowledge of customer lifecycle management and technology adoption strategies
- Ability to translate complex technical requirements into practical business outcomes
- Understanding of product development processes and how customer insights can influence roadmap decisions
- Strong leadership and coaching skills with the ability to develop high-performing teams
- Excellent stakeholder management and communication skills
- Ability to influence senior customer and internal stakeholders
- Strong analytical and problem-solving capability
- Ability to manage competing priorities while maintaining focus on customer outcomes
- Confident communicator who can explain complex technical concepts clearly
- Organised, rigorous, and able to operate autonomously
- Fluent English communication skills, both written and spoken
- Fluent English communication skills, both written and spoken; conversational Spanish or Portuguese would be beneficial
Desired Qualifications
- Domain expertise or experience of working with the telecom industry is highly desirable
- conversational Spanish or Portuguese would be beneficial
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