• Perform frequent audits of each account to ensure operations are financially viable, sustainable, and aligned with business strategic objectives on an ongoing basis.
• Manage the account portfolio and ensure financial targets and objectives are achieved.
• Collaborate effectively with all stakeholders across the value chain to ensure delivery of desired outcomes.
• Conduct regular meetings with external customers and internal stakeholders to review account performance.
• Provide business, technical, and product expertise in support of customer solutions.
• Establish, implement, and continuously refine processes and procedures to enable exceptional service delivery.
• Manage customer operations across all relevant Ontec platforms.
• Ensure end-to-end customer solutions, KPIs, and configurations are correctly implemented and functioning in live operations.
• Provide support for meter reading and billing services.
• Analyse and investigate support issues, including software-related queries and field investigations where required.
• Compile executive, operational, and technical reports as needed.
• Engage with customers and prospects to understand their business needs and objectives.

Performance Areas:

• Provide customer support in line with contracted products, services, and SLAs.
• Plan, track, and meet SLA response and resolution times.
• Manage and resolve customer support tickets within agreed timeframes.
• Deliver customer training to ensure high levels of satisfaction and adoption.
• Develop, implement, and maintain Standard Operating Procedures (SOPs).
• Monitor system uptime and ensure data availability and customer deliverables meet SLA requirements.
• Engage regularly with customer operational teams to review performance and address issues.
• Ensure the financial viability and sustainability of customer accounts.
• Build and maintain strong, long-term relationships with new and existing customers