Cape Town: Technical Account Manager – Cape Town posted by Ontec

About the Role

As a Technical Account Manager at Ontec, you will be responsible for ensuring that daily, weekly, and monthly operations and reconciliations are according to expectations, while providing value-added services from a technical perspective to enhance customer experience.

Key Responsibilities

• Support customers based on products and services contracted as per SLA.
• Plan and meet SLA response times.
• Manage and close Customer Support Tickets timeously.
• Conduct Customer Training to customer satisfaction.
• Develop and execute Standard Operating procedures (SOPs).
• Monitor and maintain uptime of all systems, ensuring data and customer outputs are made available as per SLA and SOPs are executed as required.
• Meet regularly with Customer Operational staff.
• Ensure Financial viability of customer accounts.
• Build long-term relationships with new and existing customers.
• Perform frequent audits of each account to ensure operations are financially feasible, sustainable, and meet business strategic objectives on an ongoing basis.
• Manage account portfolio and meet financial objectives.
• Collaborate with all stakeholders within the process to ensure delivery of desired outcomes.
• Engage in regular meetings with external customer and internal stakeholders on account performance.
• Provide business, technical, and product knowledge in support of customer solutions.
• Establish, implement, and constantly update processes and procedures to support exceptional service delivery.
• Manage customer operations on all relevant Ontec platforms.
• Ensure all customer end-to-solutions and KPIs are configured and working correctly when deployed in operations.
• Provide support for meter reading and billing services.
• Analyse and investigate any support issues, including software and field investigations when required.
• Compile executive, operational, and technical reports.
• Engage with customers and prospects to understand their business needs and objectives.

Requirements

• Perform frequent audits of each account to ensure operations are financially feasible, sustainable, and meet business strategic objectives on an ongoing basis;
• Manage account portfolio and meet financial objectives;
• Overall collaboration with all stakeholders within the process to ensure delivery of desired outcomes;
• Engage in regular meetings with external customer and internal stakeholders on account performance;
• Provide business, technical, and product knowledge in support of customer solutions;
• Establish, implement, and constantly update processes and procedures to support exceptional service delivery;
• Manage customer operations on all relevant Ontec platforms;
• Ensure all customer end-to-solutions and KPIs are configured and working correctly when deployed in operations.

Qualifications

Engineering Degree/Diploma