This role seeks to maintain customer satisfaction by providing problem solving resources effectively and efficiently. A technical account (customer success) manager is responsible for the management of a portfolio of clients. It is largely a client-facing role which requires the person to work both strategic long term and short term plans and projects.
Manage all technical aspects of the company’s relationship with clients
Serve as liaison between the customer(s) and the organisation.
Address product related questions and challenges
Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
Build and document knowledge about the client's business, technical setup, birthdays & service anniversary dates and etc.
Manage and documents all engagements with clients.
Actively play a part in ensuring financial targets are reached.
Work with the Service Delivery Team to provide quality service to clients in all assigned tasks to ensure client satisfaction.
Drive continued value of company products and services.
Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
Address and resolve basic incidents and requests; log all incidents and requests; engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Analyze and resolve incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Advocate customer needs/issues cross-departmentally.
Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensure the end-to-end customer experience and provides a single point-of-contact for the customer on assigned issues.
Provide after hours and on-call support as needed.
Notify management of increasing trends, unusual activity or repeated activity.
Manage company’s online presence e.g Google+, twitter, linkedIn, facebook e.t.c.
Maintain and protect confidentiality with regard to all aspects of client and employee information.
Identify any training/knowledge needs for clients and colleagues.
Identify/develop additional upsell and cross-sell opportunities.
Prepare and perform training of clients and colleagues.
Collaborate with senior-level personnel within Support, Sales and Deployment teams to troubleshoot complex technical issues and advocate for feature developments.
Perform other duties as assigned
Skills & Qualifications
BA/BS in Information Technology, Computer Science or related degree or equivalent with a strong academic record.
Phone or field based technical/ sales experience
Previous experience in a technical account management role
Ability to match clients business requirements with product capabilities
Consistently practices strong organizational, communication, project management, negotiation and problem solving skills
Trouble shooting skills in web technologies is an added advantage
Strong verbal & written communication, analytical skills and good command of English language
Ability to execute multiple projects in a high activity environment
Track record of strong performance and ability to work under pressure
Strong persuasion, negotiation and influencing skills
Demonstrable interest in sales, technology and the internet with a desire to learn
Highly motivated, energetic, self starter, can work independently and proactively to resolve issues, take ownership of projects/tasks
Strong time management, organizational skills and attention to detail
Strong analytical skills and ability to interpret data, identify trends, analyze program effectiveness and ROI