Technical Account Manager

18 hours ago

Cape Town, Western Cape, South Africa Ello Technology Full time
Job Title: Technical Account Manager

As a Technical Account Manager at Ello Technology, you will be the primary point of contact for your assigned clients, ensuring the delivery of exceptional customer service and building strong relationships. Your main responsibilities include driving customer satisfaction, resolving client issues, and aligning our services with customer needs to foster long-term partnerships.

Key Responsibilities:
  • Client Relationship Management: Build and maintain strong, trust-based relationships with key stakeholders in assigned accounts.
  • Customer Satisfaction: Ensure high levels of customer satisfaction by providing timely and effective support and ensuring that clients' expectations are exceeded.
  • Issue Resolution: Serve as the main point of contact for resolving client issues, coordinating with technical teams to ensure prompt resolution.
  • Account Growth: Identify upselling and cross-selling opportunities by aligning client needs with Ello Technology's services to drive account growth and increase Monthly Recurring Revenue (MRR).
  • Customer Advocacy: Act as an advocate for the client within Ello Technology, ensuring that their feedback is heard and actioned to continuously improve services.
  • Proactive Communication: Anticipate client needs and provide proactive recommendations to enhance their experience with our services.
  • Internal Collaboration: Work closely with Sales, Technical Support, and Customer Success teams to deliver seamless service to clients.
  • Retention and Renewal: Focus on retaining clients by ensuring they receive value from our services, driving contract renewals.
  • Reporting: Provide regular updates and reports to management on account performance, customer satisfaction, and potential risks.
Requirements:
  • Customer-Centric: Passionate about providing exceptional customer experiences.
  • Strategic Thinking: Ability to understand clients' long-term goals and offer solutions that align with their business objectives.
  • Communication: Excellent verbal and written communication skills with the ability to simplify technical information for non-technical audiences.
  • Proactive Problem-Solving: Able to anticipate potential issues and address them before they escalate.
  • Resilience: Adaptable and able to handle challenges in a fast-paced, dynamic environment.
  • Collaboration: Strong team player able to work across departments to ensure the delivery of top-notch service.
  • Attention to Detail: Ability to manage multiple accounts and track details to ensure no client needs are overlooked.
Key Performance Indicators (KPIs):
  1. Customer Satisfaction (CSAT): Maintain a CSAT score of 95% or higher.
  2. Retention Rate: Achieve a customer retention rate of 95% or above.
  3. MRR Growth: Achieve an annual account growth rate of 30% or more with a stretch target of 40%.
  4. Resolution Time: Ensure that 95% of tasks are completed within the specified resolution time.
  5. Customer Feedback: Implement action plans based on feedback within 30 days.
  6. Training and Development: Complete at least two relevant training programs annually.
  7. NPS (Net Promoter Score): Achieve a minimum of 8 customer referrals per year.
  8. Escalation Management: Resolve escalations within agreed timelines, ensuring positive outcomes.
Qualifications:
  • Experience: 3 years of experience in customer success, account management, or client services, preferably in a technology or managed service provider (MSP) environment.
  • Education: A relevant degree in Business, IT, or a related field is preferred but not mandatory.
  • Technical Proficiency: Familiarity with IT services, cloud solutions, and managed services. Knowledge of Microsoft 365 and AI-powered tools is advantageous.

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