Technical Account Manager – Public Utilities Metering Job Johannesburg area,South Africa,IT/Tech

Location:
Johannesburg
Scope

To ensure that the daily, weekly, and monthly operations and reconciliations – financial, technical, and otherwise – are according to expectations and to enhance the customers’ experience by providing value-added services from a technical perspective.

Key Performance Areas

Support customers based on products and services contracted as per SLA.

Plan and meet SLA response times.

Customer support tickets managed and closed timeously.

Conduct customer training to customer satisfaction.

Develop and execute Standard Operating Procedures (SOPs).

Monitor and maintain uptime of all systems and ensure data and customer outputs are made available as per SLA and SOPs.

Meet regularly with customer operational staff.

Ensure financial viability of customer accounts.

Build long-term relationships with new and existing customers.

K
ey Responsibilities

Perform frequent audits of each account to ensure operations are financially feasible, sustainable, and meet business strategic objectives on an ongoing basis.

Manage account portfolio and meet financial objectives.

Collaborate with all stakeholders within the process to ensure the delivery of desired outcomes.

Engage in regular meetings with external customers and internal stakeholders on account performance.

Provide business, technical, and product knowledge in support of customer solutions.

Establish, implement, and constantly update processes and procedures to support exceptional service delivery.

Manage customer operations on all relevant platforms.

Ensure all customer end-to-end solutions and KPIs are configured and working correctly when deployed in operations.

Provide support for meter reading and billing service.

Analyse and investigate any support issues, including software and in-field investigations when required.

Compile executive, operational, and technical reports.

Engage with customers and prospects to understand their business needs and objectives.


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