Job Title:
Technical Account Manager
Job Purpose:
Our client is seeking a Technical Account Manager to ensure that daily, weekly, and monthly operations and reconciliations, financial, technical, and operational are executed in line with expectations, while enhancing the overall customer experience through value-added technical support and services. The role involves supporting customers across all contracted products and services in accordance with SLAs, planning and meeting SLA response times, and managing and resolving customer support tickets efficiently. The successful candidate will conduct customer training to ensure high levels of satisfaction, develop and implement Standard Operating Procedures (SOPs), and monitor system uptime to ensure data and customer outputs are delivered as required. In addition, the role requires regular engagement with customer operational teams, ensuring the financial viability of customer accounts, and building strong, long-term relationships with both new and existing customers.
Responsibilities:
- Conduct regular audits on each account to ensure operations are financially viable, sustainable, and aligned with business strategic objectives
- Manage an account portfolio and ensure financial targets are met
- Collaborate with internal and external stakeholders to ensure successful delivery of outcomes
- Engage in regular meetings with customers and internal teams to review account and technical performance
- Provide business, technical, and product expertise to support customer solutions
- Develop, implement, and continuously improve processes and procedures to drive exceptional service delivery
- Manage customer operations across all relevant Ontec platforms
- Ensure all end-to-end solutions and KPIs are correctly configured and fully operational once deployed
- Support meter reading and billing services
- Analyse and investigate support issues, including software-related and field-based challenges where required
- Compile executive, operational, and technical reports
- Engage with customers and prospects to understand their business needs and objectives.