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Technical Account Manager

4 months ago

Cape Town, South Africa Project24 Full time
Job Description

As a Technical Account Manager (TAM), your primary responsibility is to cultivate robust client relationships by providing technical guidance, support, and ensuring the seamless implementation and utilization of the company's products or services. Serving as the main point of contact for clients, you will act as a liaison between customers and internal technical teams, facilitating a cohesive experience.

Responsibilities:

Client Relationship Management:

Develop and nurture strong client relationships, acting as a trusted advisor and understanding their business objectives.

Regularly communicate with clients to assess needs, provide updates, and gather feedback.

Technical Support:

Offer technical guidance and support, addressing client inquiries, troubleshooting issues, and ensuring timely resolution of technical problems.

Collaborate with internal technical teams to escalate and resolve complex technical issues.

Implementation and Onboarding:

Lead the implementation process of products or services, ensuring a smooth onboarding experience for clients.

Work closely with clients to comprehend their technical requirements and customize solutions accordingly.

Project Management:

Manage and coordinate projects related to clients' technical needs, ensuring successful delivery and meeting project milestones.

Provide status updates to clients and internal stakeholders throughout the project lifecycle.

Product Knowledge:

Develop a deep understanding of the company's products or services, staying informed about updates and new features.

Educate clients on best practices and optimal use of the company's offerings.

Collaboration:

Collaborate with sales, product, and engineering teams to convey client feedback, identify improvement areas, and contribute to product development.



Requirements

Experience:

Proven customer-facing experience, preferably as a Technical Account Manager or in a similar capacity.

Strong background in technology with a solid understanding of software, hardware, and IT infrastructure.

Technical Skills:

Proficient in understanding and articulating technical concepts to both technical and non-technical audiences.

Familiarity with relevant technologies, programming languages, and industry-specific tools.

Communication Skills:

Excellent verbal and written communication skills.

Ability to effectively communicate technical information to clients and internal teams.

Problem-Solving:

Strong analytical and problem-solving skills to address complex technical issues.

Ability to think critically and propose innovative solutions.

Project Management:

Demonstrated ability to manage multiple projects simultaneously, ensuring timely delivery and client satisfaction.

Client-Focused:

Customer-centric mindset with a commitment to understanding and meeting client needs.

Ability to anticipate client concerns and proactively address them.

Adaptability:

Flexibility to adapt to changing priorities and evolving business requirements.

Willingness to learn and stay updated on industry trends.






BenefitsSales Targets and Basic Remuneration:
Retention Goal: Maintain at least 95% of the current customer base.
Growth Objective: Increase the MRR GP revenue from the existing customer base by at least 5% each quarter.
One-Time Sales Target: Generate R1.2 million GP in one-time sales by year-end.
Dynamic Basic Remuneration Structure:
The compensation model for Technical Account Managers at our company is designed to reward the growth and maintenance of our customer base, featuring a dynamic salary structure that aligns with our strategic objectives and the performance of our TAMs.
Performance-Linked Salary Adjustment (Profit Share)
Bi-Annual Review:TAMs' basic salaries are reviewed and adjusted every six months based on the new total MRR value generated from their managed client base.
Increase and Decrease: Salary adjustments are performance-based, ensuring compensation is directly tied to the value TAMs bring to our company.
MRR Commission Structure:
This structure outlines how commissions are calculated based on Monthly Recurring Revenue (MRR) and MRR growth retention.
Once off sales Commission Structure :This structure outlines how commissions are calculated based on the gross profit (GP) generated from one-time sales at different revenue thresholds.
Accelerators for Exceptional Performance & Additional Incentives

Requirements
Proven sales experience, particularly in IT. Strong understanding of Microsoft's offerings, Licensing, and related IT services. Results-driven with a track record of meeting sales targets. 3+ years of experience in technology sales. Familiarity with CRM software preferred.