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

About the Role

A leader in Customer Engagement Tech seeks a highly skilled Technical Account Manager to engage with clients from project initiation to day-to-day communication and interaction, monitoring client applications on several SaaS platforms. This role involves supporting customers directly as well as engaging technical resources to assist with technical/complex issues.

Key Responsibilities

• Partner with clients ensuring business objectives are met with the goal of increasing revenue & profit.
• Manage overall client relationships, building strong rapport with clients and their 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.

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.

Qualifications

No specific qualifications mentioned.