Technical Account Manager
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Job Description
Technical Account Manager supporting a fintech company's game of skill merchant portfolio. Work hands-on with merchants during onboarding and business expansion.
Responsibilities:
- Works alongside the Senior Sales Managers (High Risk) as we grow the merchant/partner portfolio across game of skill.
- Proactively ensure merchant/partner go live and onboarding experiences are low friction and speedy through clearly documented process, training, and ongoing support throughout the go live process;
- Monitor the ongoing performance of the game of skill merchant/partner accounts portfolio to ensure we proactively identify problems early and act as the trusted partner
- Co-ordinate with the other teams across DNA to help resolve customer queries and problems, and ensure process improvements that support game of skill revenue growth are implemented internally
- Provide structured performance reporting to Game of Skill Merchants and Partners
- Ensure new product releases or improvement to processes are communicated and trained to the game of skill estate
- Be on hand to provide ad hoc support and guidance for merchant and partner queries.
- Ensure support tickets are resolved in a timely manner and within SLA
Requirements:
- Minimum of 18 months experience in a support or customer facing co-ordination role.
- Familiarity with payment processing solutions and related technologies (including WooCommerce)
- A strong focus on client satisfaction and a proactive approach to solving merchant queries/needs.
- Ability to work across multiple merchants at the same time
Benefits:
- 25 days holiday per year
- Private Medical
- Life Assurance
- Ride to work
- Access to self-learning platform
- Bookboon
- Income Protection
- Workplace Pension
- Employee Assistance Programme
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