Technical Account Manager
About the job
As our Technical Account Manager, you will be instrumental in building and maintaining strategic relationships with key clients, ensuring their satisfaction by resolving their technical issues, optimising their payment solutions and delivering exceptional service with your technical expertise and strong interpersonal skills.
The ideal candidate will have a balance of both technical capabilities and interpersonal skills, with strong attention to detail, the ability to create and follow processes, and a propensity to think on their feet.
As our Technical Account Manager, you will have these main objectives:
● Relationship Management: Build and nurture long-term relationships with key clients, serving as their primary point of contact for technical matters
● Customer Success: Understand our clients' business needs and goals, proactively identify opportunities to optimise their payment solutions, and ensure successful adoption and utilisation of our products.
● Technical Support: Provide expert guidance and troubleshooting assistance to clients, addressing their technical inquiries, resolving issues promptly, and ensuring minimal disruption to their payment infrastructure through deep understanding of their integrations and how our products work
● Training and Demo: Help upselling efforts with merchant demonstrations and technical training - hold workshops and refreshers on our product offering to keep clients up-to-date with new features and deliverables.
● Project Management: Lead and coordinate the addition of new payment solutions as well as technical migrations for clients as they expand with VSI, working closely with cross-functional teams to ensure successful delivery within agreed timelines and specifications.
● Product Feedback: Act as a conduit between clients and internal teams, gathering customer feedback, documenting feature requests, and providing client-derived insights to enable continuous improvement of our product roadmap
● Market Intelligence: Stay up-to-date with industry trends, emerging technologies, and regulatory changes in the payments landscape, sharing relevant insights with clients to help them navigate the evolving landscape.
● Are aligned with our values of Belief, Positivity, Accountability & Ownership, Speed and Execution
● Hold a bachelor’s degree, with at least 5 years of experience in a similar role.
● Possess excellent communication and interpersonal skills, with the ability to effectively engage with both technical and non-technical stakeholders.
● Are familiar with front and backend technologies (i.e. JavaScript, CSS, HTML, PHP etc)
● Have a results-oriented approach with a focus on delivering exceptional customer satisfaction.
● Have an organised working style with the highest accuracy, are reliable and are confidential
- Be part of a cutting-edge payment technology team.
- Work on complex, high-impact projects in the payments space.
- Competitive compensation and benefits.
- Opportunity to lead and grow a high-performing technical team.
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