Technical Account Manager - George Region (only)

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 customers 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;
• Analyze 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