Technical Account Manager Market Related

Job Description: Technical Account Manager (TAM)

Our client is a consulting firm based in Somerset West, specializing in leveraging MS business tools and implementing AI to revolutionize operations. They focus on delivering customized solutions to optimize operations and stimulate client growth.

They are seeking Technical Account Managers (TAMs) who play a pivotal role in nurturing and expanding client relationships. TAMs are responsible for maintaining Monthly Recurring Revenue (MRR), identifying new revenue opportunities by nurturing existing accounts, and pursuing one-time sales. They are essential for high customer retention, revenue growth through upselling and cross-selling, and seizing one-time sales opportunities, working closely with Customer Care to ensure a smooth client experience.

Responsibilities

1. Customer Satisfaction (CSAT) Score: Maintain a CSAT score of 90% or higher to ensure customer satisfaction and maximize commissions.
2. Retention Rate: Achieve a customer retention rate of 95% or higher to sustain MRR and commissions.
3. Account Growth: Attain a minimum annual account growth rate of 15% to increase MRR and commissions.
4. Cross-Selling and Upselling: Increase revenue through cross-selling and upselling efforts by at least 20% annually.
5. Response and Resolution Time: Respond to customer inquiries within 4 hours and resolve issues within 24 hours.
6. Feedback and Action Plans: Implement customer feedback-based action plans within 30 days to improve satisfaction and retention.
7. Training and Development: Complete at least two relevant training programs or certifications per year.
8. Account Documentation and Reporting: Submit comprehensive monthly reports to management.
9. Customer Advocacy: Achieve an NPS score of 8 or higher from assigned accounts and resolve escalated issues promptly.

Note: Only South African citizens will be considered. If you are not in the specified location, please mention your relocation plans in your application. Applications should include a Word version of your CV and reference the job number.