Technical Account Manager

    JOB DESCRIPTION

    Maintains customer satisfaction by providing problem-solving resources effectively and efficiently. A Customer Success Manager is responsible for the management of a portfolio of clients.

    This role is a largely client-facing role which requires the person to work both strategic long term and short term plans and projects. Ability to build strong relationships with clients on various levels as well as acquire thorough knowledge about their business.

    KEY ROLES AND RESPONSIBILITIES

    • Serves as liaison between the customer and the organisation.

    • Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.

    • Build and document knowledge about the client’s business, technical setup, birthdays & anniversary dates (when customer became Descasio’s Client), and etc.

    • Manage projects and documents all projects carried out with clients.

    • Work to identify and/or develop upsell opportunities.

    • Actively play a part in ensuring financial targets are reached.

    • Feedback any important client information to the Service Delivery Team.

    • Provide quality service to Descasio’s customers in all assigned tasks, while upholding Descasio’s values at all times and drive continued value of our products and services.

    • Addresses and resolve basic incidents and requests; logs all incidents and requests; engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.

    • Analyze and resolve incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.

    • Use the appropriate Descasio defined categories for logging incidents and requests.

    • Advocate customer needs/issues cross-departmentally.

    • Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

    • Ensure the end-to-end customer experience and provides a single point-of-contact for the customer on assigned issues.

    • Provide after hours and on-call support as needed.

    • Notify management of increasing trends, unusual activity or repeated activity.

    • Use analysis of customer interactions to drive operational improvements to support organization and product functionality.

    • Adhere to and supports Descasio standards, policies, and procedures.

    • Maintain and protects confidentiality with regard to all aspects of client and employee information.

    • Identify any training/knowledge needs for clients and colleagues.

    • Prepare and perform training of clients and colleagues.

    • Collaborate with senior-level personnel within Support, Sales and Deployment teams to troubleshoot complex technical issues and advocate for feature developments.

    • Perform other duties as assigned

    EXPERIENCE AND QUALIFICATIONS 

    • Post NYSC

    • BA/BS in Information Technology, Computer Science or related degree or equivalent with a strong academic record. MIS preferred

    • Strong online experience – understanding of online marketing, sales, cloud solutions and technology.

    • Experience in technical customer support, consulting or software development, and demonstrated interest in related technologies.

    • Previous experience deploying Google Apps and Microsoft Solution is a plus.

    • Experience working with HTML or HTTP protocols in a support or developer role is a plus.

    • Basic understanding of web technologies (HTML, HTTP).

    PERSONAL REQUIREMENTS

    • Client-facing experience, demonstrated creative problem-solving approach, demonstrated technical aptitude and strong analytical skills.

    • Professional approach

    • Excellent written and verbal communication skills in English.

    • Results driven, Attention to detail & Proactive

    • Team player

    • Self-motivated

    • Hands on approach & Flexible approach

    • Ability to work towards strict deadlines

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