Technical Account Manager - Cape Town

Scope:

To ensure that the daily, weekly, and monthly operations and reconciliations - financial, technical, and otherwise are according to expectations and to enhance the customers’ experience by providing value added services from a technical perspective.

Key Performance Areas:

· Support customers based on products and services contracted as per SLA.

· Plan and meet SLA response times.

· Customer Support Tickets managed and closed timeously

· Conduct Customer Training to customer satisfaction.

· Develop and execute Standard Operating procedures (SOP’s).

· Monitor and maintain uptime of all systems and ensure data and customer outputs made available as per SLA and SOPs are executed as required.

· Meet regularly with Customer Operational staff.

· Ensure Financial viability of customer accounts.

· Build long-term relationships with new and existing customers.

Requirements

Key responsibilities

· Perform frequent audits of each account to ensure operations are financially feasible, sustainable and meet business strategic objectives on an on-going basis;

· Manage account portfolio and meet financial objectives;

· Overall collaboration with all stakeholders within the process to ensure the delivery of desired outcomes;

· Engage in regular meetings with external customer and internal stakeholders on account performance;

· Provide business, technical, and product knowledge in support of customer solutions;

· Establish, implement and constantly update processes and procedures to support exceptional service delivery;

· Manage customer operations on all relevant Ontec platforms;

· Ensure all customer end to solutions and KPI’s and end to end solutions are configured and working correctly when in deployed in operations.

· Provide support for meter reading and billing service;

· Analyse and investigate any support issues including Software and in field investigations when required.

· Ability to compile executive, operational and technical reports.

· Engage with customers and prospects to understand their business needs and objectives

• Engineering Degree/Diploma essential