Technical Account Manager

4 weeks ago

Cape Town, South Africa Network Contracting Full time

**Purpose of the role**:
The primary role of the Technical Account manager is to be an advisor to customers, driving customer satisfaction from the use of Pointer solutions by proactively managing, troubleshooting and providing technical and solution information either electronically, telephonically or face-to-face directly with customers and to ensure that non-technical customer queries are communicated to Customer Services and resolved timeously in-line with our service level commitment.

**Purpose of the function**
As a Technical account manager, you should be a tech-savvy professional, able to explain technical details and requirements to both a highly technical and a non-technical audience across a range of competencies associated with a SaaS business model focused on the Fleet Management Industry. You should be able to provide industry and company related technical support including Cellocator Hardware Products, Fleet Software, Mobile Applications, API Tools, Communication and network connectivity protocols as well as business knowledge and solution case studies to support the sales process and strengthen customer relationships.

**Responsibilities**:

- Provide timeous technical support to customers in your designated region in order to optimise their uptime usability of the solution and build their skill and knowledge of all current and future features that we offer.
- Manage the companys relationship with the customers allocated to you with the absolute objective of customer retention through service excellence. Retention and revenue growth by continuing to promote value added solutions to meet customer needs as well as other initiatives to increase stickiness will be the principles underlying performance measurement of

this role.
- Understand the customers business needs ensuring that the solutions deployed deliver on their expectations.
- In conjunction with the D&R Account Manager develop sound account strategies that clearly outlines business goals, action plans & objectives to retain, grow share of wallet and secure

lasting customer relationships.
- Provide effective product training to both external customers and internal staff. Maintain an innovative and dynamic approach to the training process in order to enhance the learning

experience e.g. through the assimilation of real case studies etc.
- Provide pre-sales support to the external sales team as and when requested by Sales management.
- Provide developers with customer and market feedback to help identify potential new features or products. Document ideas through the CNS process.

Engage closely with Customer Services as a customer advocate to ensure speedy resolution of

customer issues.
- Engaging with internal Product Manager as a customer advocate on product roadmap discussions. Assist Product Managers with field trial testing of new features and functionalities.
- Project manage special projects as and when required and agreed with line management.

**Job Requirements**:

- 5 to 8 years business to-business experience in a client-facing technical support services role.
- Relevant SaaS experience and IT proficiency
- Advanced customer service and technical support ability
- A high level of professionalism
- Ability to multi-task, strong attention to detail and self-motivation.
- Solid technical background with hands on experience
- An ability to grasp customers needs and suggest timely solutions
- Excellent verbal and written communication skills
- Strong analytical and problem-solving skills

**Education**:

- Preferably a IT diploma or similar technical qualification

Thank you,

Theresa Steenkamp

Key Account Manager - Network Contracting Solutions

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