Technical Account Manager - Cape Town
Scope:<\/span><\/span><\/span><\/b> To ensure that the daily, weekly,\nand monthly operations and reconciliations \- financial, technical, and\notherwise are according to expectations and to enhance the customers\u2019\nexperience by providing value added services from a technical perspective.<\/span><\/span><\/span> <\/span><\/span> <\/span>Key Performance Areas:<\/span><\/span><\/span><\/b> · <\/span><\/span><\/span><\/span><\/span><\/span>Support customers based on products and services contracted as per SLA.<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span><\/span>Plan and meet SLA response times.<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span><\/span>Customer Support Tickets managed and closed timeously<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span><\/span>Conduct Customer Training to customer satisfaction.<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span><\/span>Develop and execute Standard Operating procedures (SOP\u2019s).<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span><\/span>Monitor and maintain uptime of all systems and ensure data and customer\noutputs made available as per SLA and SOPs are executed as required.<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span><\/span>Meet regularly with Customer Operational staff.<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span><\/span>Ensure Financial viability of customer accounts.<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span><\/span>Build long\-term relationships with new and existing customers.<\/span><\/span> Key\nresponsibilities<\/span><\/span><\/span><\/b> · <\/span><\/span><\/span><\/span><\/span>Perform frequent audits of each account to ensure operations are\nfinancially feasible, sustainable and meet business strategic objectives on an\non\-going basis;<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span>Manage account\nportfolio and meet financial objectives;<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span>Overall collaboration with all stakeholders within the process to ensure\nthe delivery of desired outcomes;<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span>Engage in regular\nmeetings with external customer and internal stakeholders on account\nperformance;<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span>Provide business,\ntechnical, and product knowledge in support of customer solutions;<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span>Establish, implement and constantly update processes and procedures to\nsupport exceptional service delivery;<\/span><\/span> · <\/span><\/span><\/span><\/span><\/span>Manage\ncustomer operations on all relevant Ontec platforms;<\/span><\/span><\/span> · <\/span><\/span><\/span><\/span><\/span><\/span>Ensure all\ncustomer end to solutions and KPI\u2019s and end to end solutions are configured and\nworking correctly when in deployed in operations.<\/span> · <\/span><\/span><\/span><\/span><\/span>Provide\nsupport for meter reading and billing service;<\/span><\/span><\/span> · <\/span><\/span><\/span><\/span><\/span><\/span>Analyse and\ninvestigate any support issues including Software and in field investigations\nwhen required.<\/span> · <\/span><\/span><\/span><\/span><\/span>Ability to compile\nexecutive, operational and technical reports.<\/span><\/span><\/span> · <\/span><\/span><\/span><\/span><\/span><\/span>Engage with\ncustomers and prospects to understand their business needs and objectives<\/span>
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<\/div><\/span>Requirements<\/h3>
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