Technical Account Manager

4 weeks ago

Montréal, Canada Alteo Full time

Alteo is looking for a Technical Account Manager (Payment Solutions) for a permanent position based in Montreal.

Your main role will be to oversee the processing, internal feedback and follow-up of customer requests, in compliance with contractual SLAs.

**Responsibilities**:

- Monitor the processing of requests and complaints in order to guarantee compliance with contractual commitments and SLAs.
- Monitor the processing of customers' administrative and commercial requests
- Ensure that malfunctions arising from customer calls are identified, formalized and dealt with
- Ensure the follow-up of quality commitments with customers
- Ensure the management and development of customer relations in order to guarantee business development and continuity.
- Identify customer needs and expectations
- Ensure the development and proposal of new services to customers
- Monitor the contractual execution of the service until the purchase order is obtained.
- Ensure the proposal and implementation of the necessary actions to develop sales within its perimeter.
- Ensure reporting of service activities to the customer, with the aim of contributing to performance.
- Gather the information required to draw up the performance indicators for the area concerned.
- Ensure data formatting and analysis
- Provide advice and recommendations in collaboration with management.
- Manage his/her team with the aim of improving collective performance
- Provide guidance, support and assistance to team members
- Ensure the development and ongoing assessment of team members' skills.

**Profile**:

- DEC/BAC in IT or equivalent
- 8+ years' experience in a similar role
- Familiarity with the electronic payment industry (an asset)
- Knowledge of PowerCard products (an asset)
- Excellent oral and written communication skills
- Negotiation skills
- Customer account management techniques
- Sales techniquesWriting techniques
- Customer orientation
- Administrative management
- Compliance with commitments
- Taking initiative
- Problem anticipation
- Reporting & Monitoring
- Involvement in the Quality approach
- Relational skills
- Persuasion
- Initiative
- Flexibility

Alteo est à la recherche d'un Gestionnaire de Compte Technique (Solutions de Paiement) pour un poste permanent basé à Montréal.

Votre rôle principal sera de veiller sur le traitement, la répercussion interne et le suivi des demandes clients, dans le respect des SLAs contractualisés.

Responsabilités:

- Veiller sur le traitement des demandes et des réclamations dans le but de garantir le respect des engagements et SLA's contractualisés
- Veiller sur le suivi du traitement des demandes administratives et commerciales des client
- Veiller sur l'identification et la formalisation des dysfonctionnements lors des appels clients et leur traitement
- Veiller sur le suivi des engagements de qualité avec les clients
- Veiller sur la gestion et le développement de la relation client dans le but de garantir le développement et la pérennité business
- Veiller sur l'identification des besoins et des attentes des clients
- Veiller sur l'élaboration et la proposition de nouveaux services aux clients
- Veiller sur le suivi de la réalisation contractuelle de la prestation jusqu’à l’obtention du bon de commande
- Veiller sur la proposition et la mise en œuvre des actions nécessaires afin de développer le chiffre d’affaire dans son périmètre
- Assurer le reporting des activités des services au client le but de contribuer dans la performance
- Assurer la collecte des informations nécessaires à l’élaboration du tableau de bords pour son périmètre
- Assurer la mise en forme et l'analyse les données
- Assurer l'émission des avis et les préconisations en collaboration avec son management
- Assurer le management de son équipe dans le but d'améliorer la performance collective
- Assurer l'encadrement, l'appui et le soutien aux membres de son équipe
- Assurer le développement et l'évaluation continue des compétences des membres de son équipe

Profil:

- DEC/BAC en TI ou l'équivalent
- 8+ années d'expérience dans un rôle similaire
- Familier avec l'industrie de la monétique (atout important)
- Produits de PowerCard (atout important)
- Excellente communication orale et écrite
- Techniques de négociation
- Techniques de gestion suivi de comptes clients
- Techniques de venteTechniques de rédaction
- Orientation Client
- Gestion administrative
- Respect des Engagements
- Prise d'initiative
- Anticipation des problèmes
- Reporting & Monitoring
- Implication dans la démarche Qualité
- Aisance relationnelle
- Persuasion
- Initiative
- Flexibilité

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