Junior Technical Account Manager | Lesaka Hospitality at Lesaka Technologies

 Job Purpose

• To provide remote technical and account support to customers, with a particular focus on UNITY accounts, ensuring a seamless customer experience from onboarding through to ongoing account management.
• The successful candidate will support new customer implementations, database and menu builds, account migrations, customer training, and technical issue resolution, while working closely with the Senior Technical Account Manager – International to ensure customers achieve maximum value from Lesaka Hospitality solutions.

Key Responsibility Areas

Customer Support & Account Management

• Provide remote technical and account support to customers, resolving queries and issues in a professional and customer-focused manner.
• Manage customer expectations and act as a trusted point of contact throughout the customer lifecycle.
• Build strong customer relationships through proactive communication and effective support.
• Maintain high levels of customer satisfaction through timely issue resolution and ongoing account engagement.
• Identify opportunities to grow existing customer accounts and support wider sales and account management initiatives.

Customer Onboarding & Implementation

• Onboard new customers onto the UNITY platform.
• Configure and set up customer accounts according to business requirements.
• Build and maintain databases, menus, and associated system components.
• Support account migrations and implementation activities for medium-sized customer accounts.
• Ensure all onboarding activities are completed accurately and within agreed timelines.

Database Management & Technical Support

• Support database building, updates, and ongoing maintenance activities.
• Assist customers with system configuration and usage queries.
• Troubleshoot platform issues and provide remote technical assistance where required.
• Escalate technical challenges appropriately and follow through to successful resolution.
• Conduct post-implementation quality checks to ensure successful go-live outcomes.

Case Management & Operational Support

• Monitor Salesforce dashboards to track open, pending, and on-hold support cases.
• Support root cause analysis and contribute to long-term issue resolution initiatives.
• Maintain accurate customer records and support documentation.
• Ensure all activities are documented in accordance with internal processes and standards.
• Provide reporting and administrative support as required.

Customer Training & Adoption

• Assist with the delivery of customer training on UNITY and related systems.
• Support users during onboarding and implementation programmes.
• Develop customer confidence through system education and best-practice guidance.
• Ensure customers are equipped to maximise the value of Lesaka Hospitality solutions.

Quality Assurance & Continuous Improvement

• Create and follow implementation, upgrade, and rollout checklists.
• Perform quality assurance reviews following upgrades, migrations, and deployments.
• Identify opportunities to improve customer processes, support delivery, and service quality.
• Contribute to continuous improvement initiatives across the Customer Success and Technical Account Management functions.

Qualifications & Experience

Minimum Requirements

• Minimum 1 year's experience within Lesaka Hospitality

Previous experience in:

• Sales
• Account Management
• Customer Service
• Customer Support Administration
• Experience onboarding new customers
• Experience working with database builds and system setup activities

Technical Skills

• UNITY Product Knowledge
• Database Building and Configuration
• Salesforce Case Management
• Microsoft Office Suite
• Customer Onboarding Processes
• Technical Troubleshooting
• Account Migration Support
• Remote Customer Support