Technical Account Manager Durban - eThekwini
Futurelink Global Recruitment
Our client based in the Durban North area is looking for a SaaS / MSP Technical Account Manager to join their growing team. Please note: this is a shift based in-office role. The SaaS / MSP Technical Account Manager works closely with customers to understand and improve their client journey from point of sale to contract renewal. As a SaaS / MSP Technical Account Manager, it is your role to be the client's partner on their journey, internal advocate to the other departments, liaison between clients and company to ensure their expectations, goals and needs are met. Key focus is to support the client's product adoption, growth, and retention. Manage the tickets, maintaining SLA's, communicating with clients via email, video, or phone call. Own reactive client success processes: cancellations, negative feedback, advice/queries, engage at-risk accounts, provide clients with recommendations on how to get the most from products/services Own proactive processes: host webinars, assist with the curation of valuable content for clients, engage in-opportunity accounts, host 1 on 1 training sessions, monitor client's health scores Keep clients engaged with company and actively using products/services. Build customer loyalty to reduce churn and increase upsell opportunities. Be the glue between all internal departments, working with the relevant departments to ensure clients reach their desired outcomes Understand and provide insights on the entire client journey Own means of reliable transportation Ability to work shifts and full-time hours 4pm - 1am (Mon - Fri) / 9pm - 6am (Mon - Fri) / 4am - 1pm (Mon - Fri) Relevant tertiary level qualification Experience in a client facing role such as Client Experience or Technical Account Management role IT/Tech related experience Experience with Microsoft 365 Admin Centre/Google Workspace Admin preferred Ability to build rapport and foster key relationships A proven ability to learn new software and IT concepts High attention to detail, ability to manage a range of projects/clients at once
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