Technical Account Manager

4 months ago

Cape Town, South Africa 3Dtracking Full time

**Who are we?**

3Dtracking is a global telematics platform processing over 60 million tracking records daily, with a channel partners network of customers in over 100 countries and across 5 continents. 3Dtracking truly values the delivery of outstanding customer service and customer experience through constant innovation. 3Dtracking was started 17 years ago by a group of developers and today has a headcount of 35 contractors worldwide - approximately 14 people are based in Cape Town with the remainder spread across different countries to support the growing channel partner network customer base.

**Overview of the Role**:
The Technical Account Manager (TAM) at 3Dtracking plays an important role in 3Dtracking’s overall objective of delivering exceptional customer service and fostering long-lasting partnerships across our global telematics platform. The TAM sits at the centre of our commitment to ensuring that every partner and customer maximizes the value of our platform, facilitating seamless onboarding, continuous engagement, and strategic growth.

The TAM acts as a crucial bridge between 3Dtracking and its partners, guiding them through the initial integration process, offering tailored training sessions, and providing ongoing support to ensure their needs are met with precision and care. This individual will leverage their deep understanding of our platform's capabilities to not only address technical challenges but also to identify opportunities for partners to enhance their operational efficiency and achieve their business objectives.

The TAM's responsibilities extend beyond reactive support to proactively engaging with partners to understand their evolving needs, gather feedback on new features, and anticipate future requirements.

The TAM is more than a point of contact for our partners; they are a trusted advisor and an integral part of the 3Dtracking team. By living our principles and core values of innovation, excellence, and customer-centricity, the TAM will play a key role in shaping the customer experience and supporting the continuous growth and success of 3Dtracking and its global network of partners. This role is essential in reinforcing 3Dtracking's position as a leader in the telematics industry, committed to delivering innovative solutions and excellent service to our clients worldwide.

**Role and Responsibilities**:

- **Prospect Conversion to Partner**_
- Engage with potential partners to sign contracts, understand their needs, and provide a comprehensive introduction to our platform.
- Establish a strong relationship through continuous communication, demonstrations of unique platform features, and hands-on training.
- Ensure seamless technical support and identify critical deal breakers to the sales team.
- **Effective Partner Onboarding and Training**_
- Facilitate the integration of new partners by guiding them through device setup, platform customization, and comprehensive training.
- Provide ongoing technical support during migration and assist with integration needs.
- Keep partners informed of new features and trainings to ensure their success.
- **Cultivating Partner Relationships for Growth**_
- Proactively engage with established partners to explore new projects and understand their evolving needs.
- Offer refresher trainings, share new feature updates, and marketing tools.
- Actively monitor and support partner's device activities to foster business growth.
- **Fostering Teamwork and Knowledge Sharing**_
- Lead internal training sessions, participate in Q&A, and encourage knowledge sharing through our Wiki.
- Facilitate interdepartmental collaboration to solve problems and achieve goals.
- Engage in regular team meetings to share insights and experiences.
- **Enhancing Client Experience through Collaboration**_
- Lead internal training sessions, participate in Q&A, and encourage knowledge sharing through our Wiki.
- Facilitate interdepartmental collaboration to solve problems and achieve goals.
- Engage in regular team meetings to share insights and experiences.
- **Comprehensive Communication Documentation**_
- Ensure seamless information flow within the team and with clients to leverage collective knowledge.
- **Development and Localization of Training Content**_
- Collaborate on creating and localizing engaging training materials and user manuals without losing the original intent.
- Adjust content to regional nuances to ensure global relevance and comprehension.

**Qualifications, Skills & Experience**
- A bachelor's degree or similar.
- A minimum of 3-5 years of experience in a technical account management role, with a proven track record.
- Bilingual: English/French or English/Spanish
- A foundation in telematics or related technology fields, with the ability to grasp complex technical products and explain their benefits and usage to non-technical partners.
- Proven track record of building and maintaining strong, long-lasting customer relationships.
- Ability to a

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