About the role.
The Support and Training Coordinator plays a key role in managing and supervising the technical support and training processes for clients utilizing Temenos T24, and related products. This role involves close collaboration with clients and project teams to ensure quick resolution of issues, deliver high-quality training sessions, and maintain excellent client satisfaction, all while meeting SLAs and achieving revenue goals.
What you will do;
Key Responsibilities:
You will serve as the primary point of contact between the company, Temenos, and designated clients.
You will actively monitor and prioritize client issues, ensuring timely resolutions and regular updates.
You will ensure client-reported defects are addressed within SLAs, with zero escalations.
You will deliver top-tier training, ensuring client approval ratings of 90% or higher.
You will oversee adherence to Local Application Management Support (LAMS) and training revenue targets.
You will collaborate with project teams to ensure milestones such as UAT, upgrades, and go-live align with client expectations.
You will maintain regular communication with clients, providing updates and managing expectations.
You will provide service performance reports and dashboards to clients.
You will identify new opportunities for onsite support, training services, and special offerings.
You will develop and manage proposals for training and LAMS services.
You will lead and manage the support and training team, ensuring proper staffing and resource allocation.
Requirements
About you:
Must haves:
You have a degree in a related discipline.
You have a minimum of 7 years of experience in a training support or training role, particularly with Temenos T24 solutions.
You have a proven experience in client relationship management, ensuring high satisfaction and timely resolution of support issues.
You have an extensive knowledge of Temenos T24 and complementary products.
You have experience in engaging with diverse audiences, including those with varying levels of technical expertise.
Nice to have:
You have knowledge of Local Application Management Support (LAMS) and its associated revenue targets.
You have a strong background in delivering training
You are familiar with help desk systems and incident management software.
Relevant certifications in technical support or training.
Benefits
About Yusudi - Your Growth Playground!
At Yusudi, we're not just another marketplace but your ultimate Sales Safari!
Imagine this: A place where bright talents, rainmakers, and businesses come together to create magic. We're like the magic potion makers of growth, committed to unlocking your sales potential.
So, if you're ready to embark on this thrilling expedition of learning, mentorship, and exclusive career opportunities, step into the Yusudi tribe! It's not just a marketplace; it's a journey through the heart of African growth, and we can't wait to welcome you!
Skills Required
- Degree in a related discipline
- Minimum of 7 years of experience in a training support or training role with Temenos T24 solutions
- Experience in client relationship management
- Extensive knowledge of Temenos T24 and complementary products
- Experience engaging with diverse audiences
- Knowledge of Local Application Management Support (LAMS)
- Strong background in delivering training
- Familiarity with help desk systems and incident management software
- Relevant certifications in technical support or training
What We Do
Yusudi is a sales enablement organization and social enterprise focused on transforming sales careers for youth across Africa by providing skills training, recruitment, and career support.
