Technical Account Manager

Summary

Join Trustonic's expanding team in South Africa as a Technical Account Manager, converting revenue potential into tangible results. You will leverage your deep knowledge of the Trustonic platform to guide customers, drive successful commercial outcomes, and serve as the primary customer contact. Responsibilities include daily support for the sales team, conducting product demonstrations, translating customer requirements, providing implementation guidance, and managing customer relationships. You will also collaborate with various teams, resolve technical issues, and contribute to customer success. The ideal candidate possesses strong technical skills, customer-centricity, and excellent communication and problem-solving abilities. This role requires experience with secure systems, SaaS-based companies, and ideally the telecom industry.

Requirements

• A high degree of natural ability to be organized and organize others
• Customer centricity – empathy
• Strong ability to multitask and thrive in a timeline-driven environment
• Curious - inquisitive and proactive mindset
• Capability to look at the big picture and quickly identify levers and challenges
• Tenacious with a problem-solving approach
• Able to thrive in a dynamic, constantly evolving, small team environment
• Prepared to invest whatever effort is required to get the job done
• Good creative intelligence
• Organized, rigorous, autonomous
• Ability to create end-to-end designs that span multiple domains and technologies
• Ability to work with international customers, and with colleagues based at different locations
• Ability to problem-solve any challenge with creativity, organization and patience
• Strong Interpersonal communication skills with expertise in distilling complicated topics to a broader internal and external audience
• Strong Influencing skills and negotiation/mediation skills
• Ability to motivate and drive focus for internal/external people not under direct
• Extensive experience in the field of working with secure systems
• Technical experience in a SaaS-based company
• Demonstrable customer facing experience, planning for, and executing multiple complex customer rollouts and can do so using a limited number of resources
• Domain expertise or experience of working with the telecom industry
• Solid background in OEM operations with a strong understanding of Android systems and UI/UX principles
• Knowledge and experience in Device Financing
• Wrike or similar project management tools
• Fluent English and French, both written and spoken
• Undergraduate degree or equivalent level of skill, experience and knowledge in Computer Science and Information & Technology

Responsibilities

• Daily support to the Sales team
• Conduct Trustonic Product demonstrations
• Understand and translate complex customer requirements, identify gaps and opportunities within our existing technology proposition
• Provide best practice, advice and guidance regarding the. implementation, deployment support and operation of the Trustonic solution
• Collaborate with the Product team and Professional Services team to scope out the Delivery work
• Be familiar with customer roadmap and highlight possible risks and opportunities to the sales and product teams
• Take responsibility for the resolution or provision of satisfactory answers to reported problems: validate the reported problem and its business impact
• Involve those functions necessary to resolve reported problems
• Provide prompt and regular communications to customer until resolved
• Upon resolution create and distribute a Root Cause Analysis
• When appropriate, set up and lead retrospective sessions both with and without the customer
• Learn about customers successes and challenges and share customer feedback within Trustonic
• Inform customer of new features and functionality and identify their value to them
• Liaise with sales, product managers, legal, PMO, engineering and support, to translate and execute customers roadmap and requirements into change requests
• Collaborate with the regional Sales teams to find new opportunities
• Collaborate with Support and Engineering to resolve technical issues and coordinate escalations as needed
• Assist the Regional Delivery Manager during the delivery and testing activities

Preferred Qualifications

• Zendesk is beneficial
• First party locking solutions is an advantage

Benefits

#LI-Remote