Cape Town: Technical Account Manager (Salesforce) (Remote: 2pm – 10pm) posted by DataFin Recruitment

ENVIRONMENT:

A leader in Customer Engagement Tech seeks a highly skilled Technical Account Manager to engage with the client from project initiation to the day-to-day communication and interaction, monitoring client applications on several SaaS platforms. This role will include supporting customers directly as well as engaging technical resources to assist with technical/complex issues. The ideal candidate requires a positive attitude, strong communication skills, excellent command of the English language and the ability to work efficiently in a fast paced and potentially stressful environment. You must also have a minimum of 2 years experience using a Case Management system (Salesforce and JIRA are preferred) including experience delivering customer service across a diverse portfolio of software products in a SaaS environment. You will also need email template troubleshooting and analysis (HTML, Perl, JavaScript) experience including internet email standards and technology – DMARC, DKIM, SPF, BIMI, TLS & a basic understanding of DNS and the role it provides in networking.

DUTIES:

The Technical Client Services Manager will be responsible for partnering with clients ensuring business objectives are met with the goal of increasing revenue & profit.

Core Values –

• Customer First Client Services The company is in the business of providing world class customer support. This not only includes timely responses and clear communication, but also proactive monitoring of day-to-day operational reports. If there is an issue, always make sure our clients hear it from us.
• Continuous Improvement- By keeping up with current technologies and best practices they can inform customers of coming changes as well as be ready for their questions.
• Integrity and Accountability – Take responsibility and maintain honesty and transparency in all interactions.
• Professionalism – Uphold a high standard of conduct and expertise in all communications.

Client Management –

• Manage overall client relationships, building strong rapport with clients and the client’s team.
• Introduce initiatives and solutions that grow the client’s revenue and profit.
• Provide governance for contract adherence.
• Set expectations and deliver results accordingly.
• Instill strong business ethics and sense of urgency in a multi-client business environment.
• Work collaboratively across all departments through teamwork and mutual respect.
• Monitor implementation of projects through closure and ensure client receives appropriate communications in a timely fashion.
• Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction.

Strategic Responsibilities –

• Work closely with clients and peers to understand and anticipate their needs.
• Think through and solve complex problems; proactively provide mitigation for future problems.
• Understand and interpret market research, analysis, write papers and data to provide insights to clients to effect positive business changes.
• Stay informed of current industry best practices, working with clients and internal cross-functional teams to apply best practices where appropriate.

Tactical Responsibilities –

• Interpret and understand KPls, contracts, and SLAs.
• Demonstrate innovative thinking and strong problem-solving skills.
• Serve as client advocate within the company as well as company advocate to client.

REQUIREMENTS:

• Minimum of 2 years’ experience using a Case Management system (Salesforce and JIRA are preferred).
• Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment.
• Strong demonstrated oversight for handling complex client issues.
• Background with Continuous Improvement and Project Management is recommended.
• Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook.
• Basic understanding of web application functionality and using SaaS hosted software.
• Competent ability to manage multiple tasks in a Change Management workflow interacting with multiple ticketing systems.
• Application administrator, user management, reports and configuration.
• Email template troubleshooting and analysis (HTML, Perl, JavaScript).
• Internet Email standards and technology – Experience with DMARC, DKIM, SPF, BIMI, TLS.
• Basic understanding of DNS and the role it provides in networking.
• Familiarity with software revision control – GIT, Subversion – updating files, create merge requests for project changes.
• Some Unix administration experience using bash command line to access manage and modify files.