Technical Account Manager at Bilnor Staffing Solutions

Position Overview

• The Technical Account Manager (TAM) is the primary customer-facing role responsible for ensuring value realization, technical adoption, and lifecycle support of the company's Mining Technology solutions.
• Acting as the single point of accountability, the TAM combines customer success management, performance assurance, and technical-commercial alignment to drive solution adoption, maximize ROI, and strengthen long-term customer partnerships.
• The TAM ensures seamless collaboration with internal functions, including Sales, Technical Services, and Customer Success, to deliver on customer roadmaps, performance objectives, and value commitments.
• The role will oversee technical initiatives that support customer tactical plans, identify growth opportunities through upselling services, and grow Ecosystem adoption.

Travel Requirements

Up to 50% travel
Travel throughout Africa and internationally

Job Requirements

Qualifications & Experience

• Degree in Mining Engineering, Industrial Engineering or Computer Science
• Additional certifications in **Mining Technology, Project/Account Management, or SaaS/Cloud Solutions*would be advantageous.

Knowledge & Experience

• 5–8 years of mining experience following a Graduate Training Programme, with experience in:
• Mining Technology
• Fleet Management
• Mining Operations
• Alternatively, 10+ years of experience in mining and/or mining technology.
• Strong technical knowledge of IntelliMine® solutions, fleet management and mine operations.

Proven track record in:

• Customer engagement
• Technical adoption
• Value delivery
• Experience with SaaS/cloud-based solutions and subscription models would be advantageous.
• Deep understanding of the **EMEA, South Africa, Central Asia and India markets**, together with a strong customer-centric approach.
• Demonstrated success in driving customer engagement through roadmaps, optimizing value and achieving measurable improvements.

Customer Care & Software Support

• Strong understanding of customer care, software configuration and software support.
• Strong product knowledge of related applications and their benefits within mining environments.

Leadership

• Ability to influence stakeholders at all levels within an organization.
• Experience managing or driving improvement projects through diverse teams.

Strategic & Tactical Planning

• Demonstrated strategic and tactical planning and execution capabilities.
• Mining professional who is service-oriented and capable of solving complex operational challenges and driving technology usage.
• Ability to develop sustainable customer roadmaps aligned with customer strategic goals.
• Ability to identify and develop new revenue streams through upselling and cross-selling Digital Solutions and Apps.

Technical Support & Service Responsibilities

• Ensure alignment with corporate standard templates and support the knowledge base for services.
• Lead and execute **Performance Assurance Reviews (PAR)*and Continuous Performance Assurance activities.
• Develop business cases and justification to support Marketing and Sales.
• Generate, implement and present KPIs relating to:
• Data Integrity
• EFOF
• FOF
• LHE
• System reliability
• Other relevant KPIs according to the scope of the Performance Assurance visit.
• Develop activity plans to ensure Technical teams address issues that will improve customer satisfaction.
• Provide system assessment, engineering analysis, performance analysis and benchmarking services as required.
• Assist with the development of customer success stories for Marketing and Sales.
• Lead monthly SteerCo meeting and customer PAR kick-off and close-out meetings.
• Assess mine operational performance using data analysis, including:
• Fleet utilization
• Feeding to primary crusher
• Mine plan compliance
• Fleet productivity
• Cycle effectiveness
• Loading processes
• Other relevant operational measures.
• Address mine operational and mine planning issues where MTS Products and Customer Value expertise can support improvement.
• Create standard templates and support the knowledge base for services.
• Assist Sales with the sale of value-added services and create a viable and predictable pipeline for product introduction.
• Ensure quality site visit reports are produced within one week of PAR completion and follow up on resulting actions.
• Manage communication and reporting to clients regarding:
• Open issues
• System usage compliance
• KPIs
• Continuously monitor product usage and customer performance.
• Review SOPs and procedures supporting mine operations, mine planning, ore control and geology departments to ensure alignment with mine-plan compliance goals.
• Plan and conduct the rollout of Continuous Performance Assurance across all customers.
• Create opportunities for platform migration based on customer maturity and readiness.

Skills & Competencies

• High quality of work.
• Strong problem-solving abilities.
• Solution-oriented approach.
• Strong customer-first mindset.
• Excellent communication and relationship-building skills.
• Strong cross-functional collaboration and influencing skills.
• Flexible and receptive to change.
• Ability to adapt quickly to changing business requirements.
• Excellent interpersonal skills.
• Cultural awareness and sensitivity.

Key Job Responsibilities

Customer Engagement & Value Delivery 

• Own the customer relationship for assigned accounts and act as the primary point of coordination for adoption, value realization and ongoing account health.
• Develop and maintain account roadmaps aligned to customer priorities, operational objectives and contracted outcomes.
• Lead regular business reviews, communicate progress against KPIs and ensure agreed actions are tracked through to closure.
• Capture customer feedback, risks and opportunities and translate them into prioritized actions across internal teams.

Solution Performance & Assurance 

• Monitor solution usage, workflow compliance, operator adoption and infrastructure readiness to ensure sustained customer outcomes.
• Perform performance and maturity assessments, identify adoption or value gaps and build improvement plans with customer stakeholders.
• Lead Performance Assurance activities, including site observations, coaching, KPI analysis and action planning.
• Produce clear performance, compliance and value reports that support customer decisions, roadmap adjustments and ROI discussions.

Technical Coordination & Support 

• Coordinate with Technical Services, Product and Support teams to resolve customer issues, manage upgrades and enable successful deployments.
• Own escalation management for assigned accounts, ensuring issues are prioritized, tracked, communicated and closed within agreed expectations.
• Provide on-site technical and operational coordination during customer engagements, ensuring alignment with Performance Assurance and service delivery standards.

Sales & Commercial Support 

• Partner with Sales to identify qualified upsell, cross-sell and expansion opportunities based on customer maturity, usage patterns and business needs.
• Contribute customer insight, technical context and value evidence to support:
• Solution scoping
• Renewal planning
• Commercial proposals
• Support recurring revenue protection by monitoring renewal risk, validating delivery against contracted outcomes and strengthening adoption-led retention.
• Ensure growth opportunities are handed over clearly, with the operational and stakeholder context required for conversion.

Internal Collaboration & Compliance

• Lead internal account coordination across Sales, Customer Success, Technical Services, Product and RevOps.
• Maintain accurate account plans, customer actions and opportunity visibility within required internal systems and governance processes.
• Ensure disciplined follow-through on internal and customer commitments, including reporting, meeting actions and escalation updates.
• Share customer intelligence, lessons learned and emerging risks to support account strategy and continuous improvement.

Safety Leadership 

• Lead by example in maintaining safe work practices across customer sites, travel and office environments.
• Treat safety as a non-negotiable component of service delivery.
• Identify, communicate and help mitigate physical, operational and site-related risks before and during customer engagements.
• Ensure adherence to site safety requirements, travel protocols and company expectations.
• Escalate safety concerns promptly where standards are at risk.
• Promote personal accountability, hazard awareness and professional conduct.

Core Competencies

• Demonstrates strong working knowledge of company MTS solutions and their application across mining workflows, including fleet management, machine guidance and asset health.
• Translates product capabilities into practical customer use cases, adoption plans and performance improvement opportunities.
• Identifies product configuration, usage and compliance gaps and works with customers and internal technical teams to drive corrective action.
• Acts as a credible technical advisor supporting value realization, issue escalation and Performance Assurance throughout the customer lifecycle.

Customer-Centricity

• Builds trusted customer relationships by understanding operational priorities, success criteria and expected business outcomes.
• Maintains proactive engagement through regular reviews, clear communication and customer roadmaps.
• Acts with urgency and ownership to resolve customer issues and remove barriers to adoption.
• Represents the customer perspective credibly and ethically while balancing customer advocacy with business discipline, compliance and long-term partnership growth.

SaaS Growth & Recurring Revenue Protection

• Protects recurring revenue by ensuring sustained customer adoption, visible value realization and fulfillment of contracted outcomes.
• Identifies renewal risks by monitoring usage trends, customer sentiment, unresolved issues and gaps between expected and realized value.
• Builds value-based renewal readiness through clear success measures, business reviews and action tracking.
• Partners with Sales and customers to identify qualified upsell, cross-sell and platform expansion opportunities.

Performance Assurance & Value Realization

• Uses operational, system and workflow data to assess solution performance and identify barriers to value realization.
• Leads structured Performance Assurance Reviews that translate findings into prioritized actions, measurable KPIs and practical improvement plans.
• Connects product usage, compliance and operational outcomes to clear value evidence.
• Maintains strong discipline in reporting, action follow-through and value tracking.

Cross-Functional Collaboration & Execution Alignment

• Aligns Sales, Technical Services, Product, Customer Success and other internal teams around customer priorities and required actions.
• Drives execution through clear communication, ownership and follow-through.
• Escalates issues constructively and manages cross-functional dependencies.
• Builds credibility through disciplined account leadership while balancing customer advocacy, governance, delivery standards and commercial priorities.