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Job Summary
Technical Account Manager
Media/Marketing/Sales
Somerset West - Western Cape
Somerset West - Western Cape
ENVIRONMENT:
Our client is a consulting firm based in Somerset West who specializes in leveraging MS365 business tools and implementing AI to revolutionize operations. Their focus is on delivering customized solutions to optimize operations and stimulate client growth. Currently, they are in search of Technical Account Managers (TAMs) and their teams, who play a pivotal role in nurturing and expanding client relationships. TAMs are motivated to uphold Monthly Recurring Revenue (MRR) and pinpoint new revenue prospects by strategically nurturing existing accounts and pursuing one-time sales. They are essential for maintaining high customer retention rates, driving revenue growth through upselling and cross-selling, and seizing one-time sales opportunities aligned with service offerings, collaborating closely with Customer Care ensures a smooth client experience.
DUTIES:
Customer Satisfaction (CSAT) Score:
- CSAT directly impacts customer retention and commissions. High CSAT scores indicate satisfied customers who are more likely to renew contracts, contributing to the commission through retained MRR.
- KPI Target: Maintain a CSAT score of 90% or higher to ensure customer satisfaction and maximize commission potential.
Retention Rate:
- A high retention rate is essential for maintaining and growing MRR, which directly impacts commissions.
- KPI Target: Achieve a customer retention rate of 95% or higher to sustain MRR and commission earnings.
Account Growth:
- Account growth contributes to increased MRR, which enhances commissions, especially in Tier 3 and Tier 4 of the commission structure.
- KPI Target: Achieve a minimum annual account growth rate of 15% to maximize MRR and commission potential.
Cross-Selling and Upselling:
- Successful cross-selling and upselling efforts lead to increased MRR, directly impacting commissions, especially through Tier 4 of the commission structure.
- KPI Target: Achieve a minimum of 20% increase in revenue through cross-selling and upselling activities to boost MRR and commission earnings.
Response and Resolution Time:
- Timely response and resolution enhance customer satisfaction and retention, indirectly impacting commissions.
- KPI Target: Maintain an average response time of less than 4 hours and a resolution time of less than 24 hours to ensure high CSAT scores and retention rates.
Feedback and Action Plans:
- Customer feedback informs improvement initiatives that can lead to higher CSAT scores and retention rates, thus influencing TAM commissions.
- KPI Target: Implement action plans based on customer feedback within 30 days to enhance satisfaction and retention, ultimately impacting commissions.
Training and Development:
- Continuous learning improves TAM performance, leading to better customer outcomes and potentially higher commissions.
- KPI Target: Complete a minimum of two relevant training programs or certifications per year to enhance skills and performance.
Account Documentation and Reporting:
- Accurate documentation and reporting facilitate transparency and trust with customers, enhancing satisfaction and retention, thereby impacting TAM commissions.
- KPI Target: Submit comprehensive account reports to management on a monthly basis to ensure accountability and customer satisfaction.
Customer Advocacy:
- Building strong relationships and advocating for customers can lead to higher retention rates and increased referrals, ultimately impacting commissions
- KPI Target: Achieve a minimum Net Promoter Score (NPS) of 8 from assigned accounts to demonstrate customer advocacy and satisfaction.
Escalation Management:
- Effective resolution of escalated issues mitigates customer churn and strengthens relationships, indirectly influencing commissions.
- KPI Target: Resolve escalated issues within agreed-upon timelines and with a satisfactory outcome for the customer to maintain satisfaction and retention.
By aligning KPIs with the TAM commission structure, the company ensures that performance metrics drive behaviours that lead to both short-term and long-term success, benefiting both the TAM and the organisation.
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