Technical Account Manager at Clickatell

Purpose

We are looking for a Technical Account Manager that will join our Customer Success team in our Cape Town office. You will be responsible for managing all technical aspects of Clickatell's relationship with its customers. The role will collaborate within the Sales team, Program Office, Operations and Engineering teams within the company. This is a great opportunity to join a winning team to participate in the delivery and growth of Clickatell worldwide.

Responsibilities of the Role

Customer On-boarding

• Provide technical support for customers to support post-sales processes
• Responsible for on-boarding of all new clients as per the agreed on-boarding process
• Execute on all aspects of customer deployment and remain the main point of contact between the customer and sales during the on-boarding and implementation process.
• Give proper guidance to customers to use products effectively
• Produce and/or deliver customer specific demonstrations and technical presentations
• Ensure that there is a clear understanding of the customer’s requirements. Document these requirements and manage the customer’s expectations in terms of execution.
• Ensure effective communication and collaboration between internal departments to ensure successful on-boarding
• Identify and manage risk associated with the on-boarding process.
• Partner with clients by developing a working knowledge of their goals, technical challenges and infrastructure configuration to deliver outstanding customer service
• Monitor and drive service level agreement performance
• Stay up to date on new development and products as a content matter expert
• Training resource together with the service centre to ensure consistency and up to date product knowledge for all in the customer success and sales departments
• Feedback of customer requirements into key departments
• Technical troubleshooting liaison between enterprise sales, support, CSM, products and technology
• Participate in development of technical account strategy with customer success organisation and identify opportunities for cross - and upselling
• Maintain knowledge of Network connections for the Region.

Technical Account Management

Requirements of the Role

• Bachelor’s degree in related field

Work Experience

• At least 3 years’ experience as a technical account manager or technical support specialist
• Experience in the Mobile and/or Messaging industry.
• Experience in managing clients and partner relationships
• Experience in interpreting regulations in a logical manner.
• Experience in SaaS and PaaS preferred.
• Bachelor’s degree or relevant experience in related - field.
• Experience in writing technical specifications and business requirement documents is a plus
• Experience in working in a project environment

Knowledge and Abilities

• A tech and business Savvy individual that can provide technical, product and business knowledge to support sales process and strengthen customer relationships.
• Proven people skills on all levels, to interact with customers, team members, cross functional teams, vendors and other third parties
• Strong analytical, attention to detail and good time management skills
• Exceptional at creating, improving and leading processes
• Positive attitude and solid work ethic
• Pro-active and self- driven
• Deadline driven and works well under pressure, good team player.
• Effective communication (verbal, written and presentation) and collaboration skills
• Work independently, with a high degree of responsibility