Trust Payments

Job Title: Technical Account Manager
Reports to:Director of Account Management

Main purpose of the job:
– To maintain close communication with Strategic merchants and partners within your assigned portfolio, as well as facilitate communication with technical support when necessary.
– Will oversee and address All Merchants and Partner technical needs and will provide accurate technical service before and after the point of sale, ensuring customer satisfaction.
– Will be required to explain technical details and requirements to a non-technical audience. And should also be results-driven and aspire to hit all KPI objectives.
– Will provide technical, product and business knowledge to support sales process and strengthen customer relationships.
– The Technical Account Manager builds trusted relationships and acts as an interface between the merchants and partners.
– Upsell and cross-sell solutions into the Partner / merchant relationships.

Duties and responsibilities:
– Primary Technical contact point for merchant/partner representing TP.
– Will Provide technical support for customers to support pre-sales and post-sales processes and address all product-related queries on time.
– Will provide Training to Partners and Merchants on the integrated platforms and how to use products effectively
– Will Provide the business with customers’ feedback to help identify potential new features or products to help us be a market leader.
– Will report on product performance and identify solutions to reduce support costs.
– Will review Partner and Merchants needs and suggest upgrades or additional features to meet their requirements.
– Will work with and attend meetings when required with both the sales and account management teams to win new business and increase sales
– Assist the Director of Account Management to perform Quarterly Business Reviews (QBRs) with Top 25 Accounts encourage Partner Loyalty and identify Opportunity and Risk.
– Create and maintain account plans for Top 25 Accounts. Upload the Account Plans into SalesForce.com (SF.com) for the respective accounts.
– Ad-hoc tasks required by changing market environment or involvement in commercial activities / campaigns.
o Ensure accurate data is held within Salesforce:
o Ensure accurate data maintenance in SF.com on a daily basis.
o Ensure all Opportunities are managed in alignment with internal procedures
– Other ad-hoc tasks
o Internal cross functional engagement on applicable Projects
o Identify innovation and improvements for TP

Experience and Qualifications:
– Account Management/Sales background in SaaS / Payments technology products and services
– Vertical industry experience and knowledge
– Experience of writing and maintaining Account Plans
– Experience of building relationships and network with relevant groups, both internally and externally (banks, suppliers, Third Parties)
– Team player, excellent inter-personal skills
– Strong communication and teamwork skills
– Strong presentation skills
– Awareness of Trust Payments range of products
– Awareness of competitor’s products within the industry
– Understanding of Payment systems capabilities and features
– Computer literacy, word processing, CRM, data handling, record keeping

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