Dir Technical Account Management

Director Technical Account Manager

Powering the world's payments ecosystem – globally, and you power ACI. You'll innovate, collaborate, and grow – in an energetic technology culture with decades of proven success. ACIers – in all roles and levels – are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments.
As a Director Technical Account Manager in Bogota, Colombia you will join a diverse, passionate team, dedicated to powering the world's payments ecosystem!
Job Summary
The Director of Technical Account Management (TAM) is responsible for the strategy, execution, and performance of ACI's Technical Account Management function. This role ensures both SaaS and on-premises customers receive high‑touch, proactive technical engagement that improves operational stability, accelerates issue resolution, strengthens long‑term account health, and drives customer retention and expansion.
The Director leads and scales a team of Technical Account Managers who act as the primary post‑implementation technical owners for assigned customers, serving as the operational "glue" between customers and internal ACI teams. The role combines customer success leadership, technical services execution, and commercial accountability to deliver measurable business outcomes.
Key Responsibilities
TAM Strategy & Customer Success Leadership
Own the Technical Account Management strategy, operating model, and success metrics across assigned customer segments.
Define and implement account segmentation, TAM coverage models, and engagement standards aligned to customer value and contractual commitments.
Drive, in conjunction with partner organizations, long‑term customer success, loyalty, and advocacy by ensuring customers realize full value from ACI solutions and services.
Implement and socialize internal success metrics with the business.
Ensure TAM resource consumption is governed, measurable, and aligned to contractual terms and customer value.
Leadership, Talent & Culture
Lead, develop, and inspire an AI first, high‑performing Technical Account Management team, fostering a culture of accountability, technical excellence, and customer advocacy.
Establish performance expectations, coaching plans, and development paths for TAMs, balancing technical depth with customer‑facing skills.
Promote cross‑functional collaboration across Product, Engineering, Operations, HELP24, Services, Sales, and Customer Success teams.
Technical Account Ownership & Operational Governance
Ensure TAMs provide day‑to‑day technical account ownership, acting as the central liaison between customers and internal ACI teams.
Oversee proactive management of production environments, including active oversight of H24 cases, escalations, and SLA adherence.
Establish clear escalation paths, communication standards, and expectation‑setting practices during incidents and operational events.
Ensure consistent technical governance for releases, mandates, and operational changes impacting customers.
Cross‑Functional Alignment & Continuous Improvement
Act as the internal voice of the customer, influencing continuous improvement initiatives that enhance service quality and customer experience.
Align with Product Management and Engineering to surface systemic issues, recurring defects, and enhancement opportunities identified through TAM engagement.
Standardize TAM processes, tooling, and reporting to ensure consistency and scalability across the organization.
Governance & Compliance
Ensure adherence to ACI policies, methodologies, contractual obligations, and the ACI Code of Business Conduct and Ethics.
Perform other duties as assigned in support of business objectives.
Required Knowledge, Skills, and Experience
Bachelor's degree in Business, Technology, or equivalent professional experience.
7+ years of leadership experience in customer‑facing technical services, customer success, or enterprise software environments.
Proven experience managing enterprise customer relationships, technical escalations, and complex operational environments including SaaS and on-premises environments.
Strong understanding of recurring revenue models, professional services delivery, and premium support offerings.
Demonstrated ability to manage budgets, utilization, and cross‑functional resources.
Excellent leadership, communication, and executive‑level stakeholder management skills.
Preferred Qualifications
Experience in payments, banking, or financial services technology environments.
Experience building or scaling Technical Account Management or premium support programs.
Prior certification in process improvement methodologies (Six Sigma etc)
Work Environment
On-call support for customer escalations as needed
Standard office or remote work environment.
Majority of time spent working on a PC.
Travel as required to support customers and business needs.
Applicants must be currently authorized to work in the Colombia on a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future.
In return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package—all within an innovative and collaborative work environment.
ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.