Technical Account Manager

We Are Setting The Pace 

There are not many companies that are truly creating the future they imagined and emerging as category creators, we are not imitators and therefore looking for courageous creators! Clickatell is changing the way consumer and brands are engaging and ultimately how commerce will get done. We are creating the leading Chat Commerce enabler, and we are looking for top, self-motivated talent that wants to have an impact.  

We have a collaborative culture in which we dream big and solve complex challenges together in creative ways.  We only accept champions who understand the bigger picture, believe in making a difference and are able to connect the dots to achieve big things.  In our agile and demanding environment, you will be required to collaborate across cultures and time zones, ask the right questions and take the smart risk. 

We call ourselves Champions. Why Champions? We believe it’s not only about what we have done, but what we are doing and going to do.  The way we do things, matter and influences how we drive our organization forward and deliver solutions to our customers.  Watch this space as we blaze a new path while expanding across the globe. 

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.  

We Do The Right Things -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. 

 Technical Account Management 

• 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 center 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 organization and identify opportunities for cross - and upselling
• Maintain knowledge of Network connections for the Region. 

We Are On A Learning Journey -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

A Bit About You  

• Team Player: Self-directed and dedicated team player who positively engages with the team to solve. 
• Optimizing Processes: Optimally utilizes the tools and resources available to maximizes output. Conducts day-to-day operations using best practice to achieve effectiveness and accuracy. Continuously reviews and makes recommendations for process improvements.
• Expert Thinker: Equipped with specialist knowledge and makes recommendations that are practical, smart and ready to implement. Remains up-to-date in the industry and offers technical advice, and support to own team and others.
• Effective Problem-Solver: Resourceful, persistent, and creative when solving problems. Able to be analytical and follow a logical process to make decisions. Finds the balance between a good and quick decision through experience and knowledge. Able to present and explain thinking and the resulting decision.
• Connecting Collaboratively: Actively connects to bring cohesion and deliver excellence. Sees the value in working closely with different specialities and teams to ensure all operations are aligned to meet the required objectives.
• Maximizing Awareness: Recognizes emotions and how it affects behavior and relationships. Self-aware and picks up on emotional cues in situations. Self-manages and empowered to show initiative, follow through on commitments, and work well in a team. Listens, reflects, and responds effectively to constructive criticism.
• Enabling Strategy: Implements the action plans in order to produce practical outputs while considering the implication, and consequences for the organization and our customers.
• Action Orientated Mindset: Know-how to skilfully approach technical activities to deliver value. Eager to deliver new or improved solutions to drive the organization forward. Focused on what needs to be done and ensures follow-through on all commitments. 
• Embracing Change: Invites change and stays focused and resilient and chooses responses that are positive when feeling uncertain. Remains flexible, adaptable, and open to opportunities to be innovative. Uses failure as an opportunity to learn and grows. Thinks ahead, anticipates, and acts.
• Driving Delivery: Goal-oriented and monitors processes and systems to ensure tracking towards goals despite challenging and stressful situations. Sets high standards for quality and performance and provides metrics to show improvements as well as real-time variance for effective tracking. 

Perks of the Role 

• Medical Aid contribution
• Pension fund contribution 
• Quarterly performance incentive bonus
• Risk benefit company contributions
• Reimbursable communications allowance for internet and mobile phone bills
• Half-day off on your birthday
• 5 personal days leave a year, over and above your annual leave 
• Remote Working (our offices are currently open for essential use only due to COVID-19)
• Home office set-up with laptop, monitor and other related items. 

Stronger Together

Clickatell is unequivocally committed to Diversity, Inclusion and Belonging.  We believe that we are stronger together and that sameness limits our thinking and our opportunities. You are welcome at Clickatell for who you are, no matter where you come from or what you choose to believe. Our platform is for everyone, and so is our workplace. But it isn’t just about a whole lot of different people working together all having their say – it is about us creating a place where we all feel that we belong. It’s in our differences that we will find the power to keep revolutionizing the way the world uses chat technology.