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    "ExternalDescriptionStr": "<p style=\"line-height: normal; text-align: center;\"><a name=\"_Hlk213332428\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\"><strong>Powering the world’s payments ecosystem</strong></span></span></a></p><p style=\"line-height: normal; text-align: center;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">ACI powers the payments ecosystem – globally, and you power ACI.&nbsp; You’ll innovate, collaborate, and grow – in an energetic technology culture with decades of proven success.&nbsp; 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.</span></span></p><p style=\"line-height: normal; text-align: center;\">&nbsp;</p><p style=\"line-height: normal; text-align: center;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">As a <strong>Director Technical Account Manager&nbsp;</strong>in <strong>Bogota, Colombia</strong> you will join a diverse, passionate team, dedicated to powering the world’s payments ecosystem!</span></span></p><p style=\"line-height: normal;\">&nbsp;</p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\"><strong>Job Summary</strong></span></span></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">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.</span></span></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">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. &nbsp;</span></span></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">&nbsp;</span></span></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\"><strong>Key Responsibilities</strong></span></span></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">TAM Strategy &amp; Customer Success Leadership</span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Own the Technical Account Management strategy, operating model, and success metrics across assigned customer segments. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Define and implement account segmentation, TAM coverage models, and engagement standards aligned to customer value and contractual commitments. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Drive, in conjunction with partner organizations, long‑term customer success, loyalty, and advocacy by ensuring customers realize full value from ACI solutions and services. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Implement and socialize internal success metrics with the business 1</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Ensure TAM resource consumption is governed, measurable, and aligned to contractual terms and customer value.</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Leadership, Talent &amp; Culture</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Lead, develop, and inspire an AI first, high‑performing Technical Account Management team, fostering a culture of accountability, technical excellence, and customer advocacy. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Establish performance expectations, coaching plans, and development paths for TAMs, balancing technical depth with customer‑facing skills. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Promote cross‑functional collaboration across Product, Engineering, Operations, HELP24, Services, Sales, and Customer Success teams.</span></span></li></ul><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">&nbsp;</span></span></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\"><strong>Technical Account Ownership &amp; Operational Governance</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Ensure TAMs provide day‑to‑day technical account ownership, acting as the central liaison between customers and internal ACI teams. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Oversee proactive management of production environments, including active oversight of H24 cases, escalations, and SLA adherence. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Establish clear escalation paths, communication standards, and expectation‑setting practices during incidents and operational events. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Ensure consistent technical governance for releases, mandates, and operational changes impacting customers. &nbsp;</span></span></li></ul><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">&nbsp;</span></span></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\"><strong>Cross‑Functional Alignment &amp; Continuous Improvement</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Act as the internal voice of the customer, influencing continuous improvement initiatives that enhance service quality and customer experience. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Align with Product Management and Engineering to surface systemic issues, recurring defects, and enhancement opportunities identified through TAM engagement. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Standardize TAM processes, tooling, and reporting to ensure consistency and scalability across the organization. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Governance &amp; Compliance</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Ensure adherence to ACI policies, methodologies, contractual obligations, and the ACI Code of Business Conduct and Ethics. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Perform other duties as assigned in support of business objectives. &nbsp;</span></span></li></ul><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">&nbsp;</span></span></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\"><strong>Required Knowledge, Skills, and Experience</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Bachelor’s degree in Business, Technology, or equivalent professional experience. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">7+ years of leadership experience in customer‑facing technical services, customer success, or enterprise software environments. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Proven experience managing enterprise customer relationships, technical escalations, and complex operational environments including SaaS and on-premises environments &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Strong understanding of recurring revenue models, professional services delivery, and premium support offerings. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Demonstrated ability to manage budgets, utilization, and cross‑functional resources. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Excellent leadership, communication, and executive‑level stakeholder management skills. &nbsp;</span></span></li></ul><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">&nbsp;</span></span></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\"><strong>Preferred Qualifications</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Experience in payments, banking, or financial services technology environments. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Experience building or scaling Technical Account Management or premium support programs. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Prior certification in process improvement methodologies (Six Sigma etc) &nbsp;</span></span></li></ul><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">&nbsp;</span></span></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\"><strong>Work Environment</strong></span></span></p><ul style=\"list-style-type: disc;\"><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">On-call support for customer escalations as needed &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Standard office or remote work environment. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Majority of time spent working on a PC. &nbsp;</span></span></li><li style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">Travel as required to support customers and business needs. &nbsp;</span></span></li></ul><p>&nbsp;</p><p style=\"line-height: normal;\"><a name=\"_Hlk213332553\"><span style=\"font-family: Arial, sans-serif;\"><i><span style=\"font-size: 10pt;\">Applicants <strong>must be currently authorized to work in the Colombia&nbsp;</strong>on a full-time basis. This position <strong>does not offer sponsorship</strong> for employment visa status or work permit now or in the future.</span></i></span></a></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 10pt;\">I</span><span lang=\"EN-GB\" style=\"font-size: 10pt;\">n 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.</span></span></p><p style=\"line-height: normal;\"><a name=\"_Hlk213332607\"><span style=\"font-size: 10pt;\">Are you ready to help us transform the payments ecosystem? To learn more about ACI Worldwide, visit our web site at&nbsp;</span></a><a href=\"http://www.aciworldwide.com\"><span style=\"color: blue; font-family: Aptos, sans-serif;\"><span style=\"font-size: 10pt;\"><strong>www.aciworldwide.com</strong></span></span></a><span style=\"font-family: Aptos, sans-serif;\"><span style=\"font-size: 10pt;\"><strong>&nbsp;</strong></span></span><span style=\"font-size: 10pt;\">Job ID </span><span style=\"font-family: Aptos, sans-serif;\"><span style=\"font-size: 10pt;\"><strong>(Requisition #19093)</strong></span></span></p><p style=\"line-height: normal; text-align: center;\"><span style=\"font-family: Arial, sans-serif;\"><i><span style=\"font-size: 8pt;\">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.</span></i></span></p><p style=\"line-height: normal;\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 8pt;\"><strong>Important Notice About Recruitment Scams</strong></span></span><br><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 8pt;\">Job seekers should be aware of ongoing recruitment scams where individuals or organizations impersonate legitimate companies to offer fake job opportunities. These scams often involve requests for personal information, payments, or interviews through unofficial channels. Please be cautious and verify any communications claiming to be from our company (</span></span><a href=\"http://www.aciworldwide.com\" target=\"_blank\" title=\"http://www.aciworldwide.com/\"><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 8pt;\">www.aciworldwide.com</span></span></a><span style=\"font-family: Arial, sans-serif;\"><span style=\"font-size: 8pt;\"> / @aciworldwide.com). The ACI Worldwide recruitment team will always follow official channels and will never request payment.</span></span></p><p style=\"line-height: normal;\">&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><i><span style=\"font-size: 10pt; line-height: 115%;\">#LI-LF1</span></i></span></p><p><span style=\"font-family: Arial, sans-serif;\"><i><span style=\"font-size: 10pt; line-height: 115%;\">#LI-Hybrid</span></i></span></p><p>&nbsp;</p>",
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