Technical Account Manager – Public Utilities Metering

SUMMARY:
Our Client is looking for a Technical Account Manager to join their team

POSITION INFO:
Location: Johannesburg

Scope

To ensure that the daily, weekly, and monthly operations and reconciliations – financial, technical, and otherwise – are according to expectations and to enhance the customers’ experience by providing value-added services from a technical perspective.

Key Performance Areas

• Support customers based on products and services contracted as per SLA.
• Plan and meet SLA response times.
• Customer support tickets managed and closed timeously.
• Conduct customer training to customer satisfaction.
• Develop and execute Standard Operating Procedures (SOPs).
• Monitor and maintain uptime of all systems and ensure data and customer outputs are made available as per SLA and SOPs.
• 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 the delivery of desired outcomes.
• Engage in regular meetings with external customers 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 platforms.
• Ensure all customer end-to-end solutions and KPIs are configured and working correctly when deployed in operations.
• Provide support for meter reading and billing service.
• Analyse and investigate any support issues, including software and in-field investigations when required.
• Compile executive, operational, and technical reports.
• Engage with customers and prospects to understand their business needs and objectives.