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Technical Account Professional

1 week ago

Somerset West, Western Cape, South Africa Datafin IT Recruitment Full time
Job Overview

Datafin IT Recruitment is a leading provider of innovative solutions to optimize operations and stimulate client growth. We are seeking a skilled Technical Account Manager to join our team and play a pivotal role in nurturing and expanding client relationships.

The ideal candidate will have excellent communication skills, a strong understanding of MS365 business tools, and experience in implementing AI to drive revenue growth. As a key member of our team, you will be responsible for maintaining high customer retention rates, driving revenue growth through upselling and cross-selling, and seizing one-time sales opportunities aligned with service offerings.

Key Responsibilities
  • CUSTOMER SATISFACTION:
    • Maintain a CSAT score of 90% or higher to ensure customer satisfaction and maximize commission potential.
  • RETENTION RATE:
    • Achieve a customer retention rate of 95% or higher to sustain MRR and commission earnings.
  • ACCOUNT GROWTH:
    • Meet a minimum annual account growth rate of 15% to maximize MRR and commission potential.
  • CROSS-SELLING AND UPSELLING:
    • Achieve a minimum of 20% increase in revenue through cross-selling and upselling activities to boost MRR and commission earnings.
  • RESPONSE AND RESOLUTION TIME:
    • Maintain an average response time of less than 4 hours and a resolution time of less than 24 hours to ensure high CSAT scores and retention rates.
  • FEEDBACK AND ACTION PLANS:
    • Implement action plans based on customer feedback within 30 days to enhance satisfaction and retention, ultimately impacting commissions.
  • TRAINING AND DEVELOPMENT:
    • Complete a minimum of two relevant training programs or certifications per year to enhance skills and performance.
  • ACCOUNT DOCUMENTATION AND REPORTING:
    • Submit comprehensive account reports to management on a monthly basis to ensure accountability and customer satisfaction.
  • CUSTOMER ADVOCACY:
    • Achieve a minimum Net Promoter Score (NPS) of 8 from assigned accounts to demonstrate customer advocacy and satisfaction.
  • ESCALATED ISSUES:
    • Resolve escalated issues within agreed-upon timelines and with a satisfactory outcome for the customer to maintain satisfaction and retention.