| Date | 2024-06-08 |
|---|---|
| Job Title | Technical Account Manager |
| Employer | Datafin More Information |
| Salary | 0 |
| Category | It Computer |
| Location |
Western Cape / Somerset West |
Job Summary
Somerset West – Western Cape
- CSAT directly impacts customer retention and commissions. High CSAT scores indicate satisfied customers who are more likely to renew contracts, contributing to the commission through retained MRR.
- KPI Target: Maintain a CSAT score of 90% or higher to ensure customer satisfaction and maximize commission potential.
- A high retention rate is essential for maintaining and growing MRR, which directly impacts commissions.
- KPI Target: Achieve a customer retention rate of 95% or higher to sustain MRR and commission earnings.
- Account growth contributes to increased MRR, which enhances commissions, especially in Tier 3 and Tier 4 of the commission structure.
- KPI Target: Achieve a minimum annual account growth rate of 15% to maximize MRR and commission potential.
- Successful cross-selling and upselling efforts lead to increased MRR, directly impacting commissions, especially through Tier 4 of the commission structure.
- KPI Target: Achieve a minimum of 20% increase in revenue through cross-selling and upselling activities to boost MRR and commission earnings.
- Timely response and resolution enhance customer satisfaction and retention, indirectly impacting commissions.
- KPI Target: Maintain an average response time of less than 4 hours and a resolution time of less than 24 hours to ensure high CSAT scores and retention rates.
- Customer feedback informs improvement initiatives that can lead to higher CSAT scores and retention rates, thus influencing TAM commissions.
- KPI Target: Implement action plans based on customer feedback within 30 days to enhance satisfaction and retention, ultimately impacting commissions.
- Continuous learning improves TAM performance, leading to better customer outcomes and potentially higher commissions.
- KPI Target: Complete a minimum of two relevant training programs or certifications per year to enhance skills and performance.
- Accurate documentation and reporting facilitate transparency and trust with customers, enhancing satisfaction and retention, thereby impacting TAM commissions.
- KPI Target: Submit comprehensive account reports to management on a monthly basis to ensure accountability and customer satisfaction.
- Building strong relationships and advocating for customers can lead to higher retention rates and increased referrals, ultimately impacting commissions
- KPI Target: Achieve a minimum Net Promoter Score (NPS) of 8 from assigned accounts to demonstrate customer advocacy and satisfaction.
- Effective resolution of escalated issues mitigates customer churn and strengthens relationships, indirectly influencing commissions.
- KPI Target: Resolve escalated issues within agreed-upon timelines and with a satisfactory outcome for the customer to maintain satisfaction and retention.
Technical Account Manager position available in Western Cape, Somerset West. This job position was posted by Datafin. The job has been posted as a premium ad on 2024-06-08 at 16:10:10 in the It Computer category
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