Technical Accounts Manager

Confidential

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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.

 

Responsibilities

 

  • 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

  • Post NYSC

Summary

Company

Confidential

Job Level

Experienced (Non-Manager)

Location

Lagos

Specialization

Information Technology

Job Type

Full-Time

Minimum Qualification

Degree

Preferred Years of Experience

3 - 5 years