Technical Account Manager (Customer Success)

Permanent
Cape Town
Posted 1 week ago

Join and International IT Managed Services group that helps ambitious organisations leverage Microsoft cloud so they can compete and grow.

Delivering and supporting four market-leading solutions:

  • Data Centre Modernisation
  • Modern Workplace
  • Disaster Recovery as a Service
  • GDPR Readiness

Responsibilities

Customer Champion

  • Take ownership of direct and partner existing customers (initially direct customers only);
  • Be our customers’ voice – educate us about what our customers want and need;
  • Develop customer accounts by encouraging the adoption of new cloud services to drive customer’s own business success, passing all new opportunities to sales for closure;
  • Be the customers champion to own and drive the resolution of all customer issues and complaints, escalating as required;
  • Engage with all customers who have raised cancellation requests with the objective to prevent churn;
  • Take ownership for account changes e.g. contract reviews or payment changes as per agreed transaction limits;
  • Manage and transact upgrades/downgrades for existing customer services;
  • Manage all proactive customer communications of a non-support nature e.g. upgrades, price changes, offers etc;
  • Feed ideas into Marketing regarding topics that our customers are interested in;
  • Be intrinsic to the development of the customer journey / experience development.

Team Working

  • Work closely with all areas of the business to ensure that the customer experience is easy;
  • Working closely with all departments to ensure customer issues are resolved in a timely manner and a positive customer experience is maintained.
  • Willingly support other members of the team when required;

Personal Performance & Development

  • Monitor and understand own performance against KPI’s and vision summary;
  • Prioritise workload and manage working time effectively;
  • Take personal ownership for maintenance and development of role based skills and expertise;
  • Take ownership for and progress personal development plan.

Measurement

This role does not carry a sales target, it will be measured by:

  • The growth of the portfolio revenue
  • Customer retention
  • Proactive account management contact

In-house Company Systems

  • In House CRM, ServiceNow and SharePoint;
  • Office365 email and productivity tools such as Word, Excel, PowerPoint etc;
  • Service control portals for key products (e.g. Attix 5, VoIP etc.);

This is the perfect opportunity for ambitious individuals to develop their careers with a leading company in the transformational cloud computing industry.

 

Deadline for applications is 15/06/2019

For more information, call Nova Buchan on 073 393 9731 or send your CV to  Nova@capitaledgerecruitment.co.za

 

Job Features

Job CategoryInformation Technology

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