Technical and Sales Support Executive

Job Purpose

The Technical and Sales Support Executive provide support to customers before and after a sale to ensure customer satisfaction. The Technical and Sales Support Executive will work with the client to build strong relationships and ensure that customer satisfaction. He/she will be responsible for providing support to customers, managing relationships, and also responsible for ensuring each individual customer account performs to revenue and segment targets and ensuring satisfaction with service.

Responsibilities

• Actively listen to customers to understand their issues or concerns
  
• Interview clients to gather information useful in providing recommendations and solutions to a technical problem.
  
• Install, configure, and troubleshoot computer systems, servers, and network issues.
  
• Provide daily technical support services for information technology establishments
  
• Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue
  
• Document and track customer issues using a ticketing system to ensure quick resolution
  
• Maintain the security and integrity of company database by setting access controls
  
• Explain highly technical details to customers using simple understandable terms
  
• Participate in development of information technology and infrastructure projects
  
• Ensure compliance with service agreements to evade legal issues
  
• Guide and direct the activities of less experienced tech support personnel
  
• Maintain an up-to-date knowledge of company products and services
  
• Stay abreast with technological developments and trends
  
• Educate customers on the features of company products/services to minimize technical challenges
  
• Follow-up on customers to ensure their issues are completely resolved
  
• Produce periodic reports of technical support operations for company management.
  
• Maintain excellent relationships with key decision makers within portfolio of designated accounts, builds and nurtures these whilst taking an active step in networking within the customers’ business promoting the company's valued solutions and partnerships
  
• Fully understands and documents the customers’ business profile, commercial requirements and their strategic direction, actively searching for opportunities to sell in the complete value proposition of the company, ‘’brick walling’’ the customer and identifying revenue generating opportunities within the account.
  
• Works seamlessly with the Technical Account Manager and product experts where appropriate to understand the technical and process work flows within the customer environment, identifying key suppliers, key areas of cost and understanding of the potential of introduction of new lines of revenue, resulting in a complete picture of the customer drivers and direction.
  
• Leads and motivates a cross functional account team to deliver solutions which match or exceed customer expectations, providing professional commercial presentations and demonstrations.
  
• In line with the sales plan, produces in depth reports and forecasts, to include full financial analysis, customer profitability, strategic direction, SWOT analysis and competitive review to be shared and acted upon within sales planning sessions.
  
• Hold regular review meetings with senior management teams of each account in order to set objectives, review commercial drivers and agree partnership boundaries between the company and the customer.
  
• Ensures contractual targets and obligations are met by both parties.
  
• Responsible for long-term profitable partnership, in particular managing contract renegotiation, minimizing cost of sale and delivering excellent services.
  
• Full accountability for managing and achieving targets set in line with sales plan.
  
• Proactively works with Marketing to support the development of the account, adopting innovative tactics and programs.
  
• Effectively manage develop and grow business relationships with a portfolio of customers and associated organizations of the above.  This needs to be achieved in a sustainable and profitable manner.  The Account Manager will be responsible for driving incremental revenue through the adoption and execution of creative and innovative tactics and sales campaigns.
  
• To maintain excellent working relationships with customers and build strategic relationships throughout the organisation with key decision makers. To fully understand the customers market, strategic direction, business critical issues and key drivers and be able to link these by applying sound solution proposals to meet needs and benefits both the customer and company businesses.
  
• The Account Manager will introduce and sell new company solutions and services to our existing customers to achieve the target.  They need to encourage and promote mutually beneficial business partnerships; ensuring solutions supplied are fully supported and managed by both parties and meet company cost objectives.
  
• The Account Manager will work seamlessly with SMO team and Technical Manager to drive customer requirements and ensure ‘’brick walling’’ is complete.
  

• Relevant IT diploma / degree will be an advantage and minimum of 3 years account management ideally within the travel industry, software or technology related industry.
  
• In-depth knowledge of computer programs, operating systems, and network
  
• Expertise in troubleshooting hardware, software, and network
  
• Ability to identify and resolve technical issues quickly and efficiently.
  
• Excellent communication and customer service skills
  
• Strong training and mentoring skills
  
• Ability to produce and share well-written communications and documentation
  
• Ability to adjust to constantly changing conditions, displaying a positive attitude toward new opportunities
  
• Ability to display competence in prioritizing tasks, managing project responsibilities, consistently meeting deadlines, and showing autonomy in completing tasks to balance customer support and project work.
  
• High degree of numeracy and will be able to understand and prepare complex financial proposals.
  
• Able to work effectively with colleagues and lead a cross-functional account team.
  
• Well organized with sound planning and prioritization skills.
  
• Excellent presentation and written communication skills.
  
• Portrays an enthusiastic and driven approach in building relationships with key decision makers.
  
• Ability to network at senior management level, selling in ideas and influencing decision making.
  
• Extensive knowledge of the Galileo system
  
• Excellent knowledge of the Microsoft product suite
  
• Must be willing to work long hours when required.