Technical Account Manager

Position OverviewThe Technical Account Manager (TAM) is the primary customer-facing role responsible for ensuring value realization, technical adoption, and lifecycle support of the company's Mining Technology solutions.Acting as the single point of accountability, the TAM combines customer success management, performance assurance, and technical-commercial alignment to drive solution adoption, maximize ROI, and strengthen long-term customer partnerships.The TAM ensures seamless collaboration with internal functions, including **Sales, Technical Services, and Customer Success**, to deliver on customer roadmaps, performance objectives, and value commitments.The role will oversee technical initiatives that support customer tactical plans, identify growth opportunities through upselling services, and grow Ecosystem adoption.Travel Requirements* Up to **50% travel*** Travel throughout **Africa and internationally**---# Job RequirementsQualifications & Experience * Degree in **Mining Engineering, Industrial Engineering or Computer Science*** Additional certifications in **Mining Technology, Project/Account Management, or Saa S/Cloud Solutions** would be advantageous.Knowledge & Experience 58 years of mining experience following a Graduate Training Programme, with experience in:
Mining Technology Fleet Management Mining Operations Alternatively, 10+ years of experience in mining and/or mining technology.
Strong technical knowledge of Intelli Mine® solutions, fleet management and mine operations.
Proven track record in:
Customer engagement Technical adoption Value delivery Experience with Saa S/cloud-based solutions and subscription models would be advantageous.
Deep understanding of the **EMEA, South Africa, Central Asia and India markets**, together with a strong customer-centric approach.
Demonstrated success in driving customer engagement through roadmaps, optimizing value and achieving measurable improvements.
Customer Care & Software Support
Strong understanding of customer care, software configuration and software support.
Strong product knowledge of related applications and their benefits within mining environments.
Leadership
Ability to influence stakeholders at all levels within an organization.
Experience managing or driving improvement projects through diverse teams.
Strategic & Tactical Planning
Demonstrated strategic and tactical planning and execution capabilities.
Mining professional who is service-oriented and capable of solving complex operational challenges and driving technology usage.
Ability to develop sustainable customer roadmaps aligned with customer strategic goals.
Ability to identify and develop new revenue streams through upselling and cross-selling Digital Solutions and Apps.
Technical Support & Service Responsibilities
Ensure alignment with corporate standard templates and support the knowledge base for services.
Lead and execute **Performance Assurance Reviews (PAR)** and Continuous Performance Assurance activities.
Develop business cases and justification to support Marketing and Sales.
Generate, implement and present KPIs relating to:
Data Integrity EFOF FOF LHE System reliability Other relevant KPIs according to the scope of the Performance Assurance visit.
Develop activity plans to ensure Technical teams address issues that will improve customer satisfaction.
Provide system assessment, engineering analysis, performance analysis and benchmarking services as required.
Assist with the development of customer success stories for Marketing and Sales.
Lead monthly Steer Co meeting and customer PAR kick-off and close-out meetings.
Assess mine operational performance using data analysis, including:
Fleet utilization Feeding to primary crusher Mine plan compliance Fleet productivity Cycle effectiveness Loading processes Other relevant operational measures.
Address mine operational and mine planning issues where MTS Products and Customer Value expertise can support improvement.
Create standard templates and support the knowledge base for services.
Assist Sales with the sale of value-added services and create a viable and predictable pipeline for product introduction.
Ensure quality site visit reports are produced within one week of PAR completion and follow up on resulting actions.
Manage communication and reporting to clients regarding:
Open issues System usage compliance KPIs Continuously monitor product usage and customer performance.
Review SOPs and procedures supporting mine operations, mine planning, ore control and geology departments to ensure alignment with mine-plan compliance goals.
Plan and conduct the rollout of Continuous Performance Assurance across all customers.
Create opportunities for platform migration based on customer maturity and readiness.
Skills & Competencies
High quality of work.
Strong problem-solving abilities.
Solution-oriented approach.
Strong customer-first mindset.
Excellent communication and relationship-building skills.
Strong cross-functional collaboration and influencing skills.
Flexible and receptive to change.
Ability to adapt quickly to changing business requirements.
Excellent interpersonal skills.
Cultural awareness and sensitivity.
# Key Job Responsibilities1.
Customer Engagement & Value Delivery * Own the customer relationship for assigned accounts and act as the primary point of coordination for adoption, value realization and ongoing account health.
* Develop and maintain account roadmaps aligned to customer priorities, operational objectives and contracted outcomes.
* Lead regular business reviews, communicate progress against KPIs and ensure agreed actions are tracked through to closure.
* Capture customer feedback, risks and opportunities and translate them into prioritized actions across internal teams.2.
Solution Performance & Assurance * Monitor solution usage, workflow compliance, operator adoption and infrastructure readiness to ensure sustained customer outcomes.
* Perform performance and maturity assessments, identify adoption or value gaps and build improvement plans with customer stakeholders.
* Lead Performance Assurance activities, including site observations, coaching, KPI analysis and action planning.
* Produce clear performance, compliance and value reports that support customer decisions, roadmap adjustments and ROI discussions.3.
Technical Coordination & Support * Coordinate with Technical Services, Product and Support teams to resolve customer issues, manage upgrades and enable successful deployments.
* Own escalation management for assigned accounts, ensuring issues are prioritized, tracked, communicated and closed within agreed expectations.
* Provide on-site technical and operational coordination during customer engagements, ensuring alignment with Performance Assurance and service delivery standards.4.
Sales & Commercial Support * Partner with Sales to identify qualified upsell, cross-sell and expansion opportunities based on customer maturity, usage patterns and business needs.
* Contribute customer insight, technical context and value evidence to support:* Solution scoping* Renewal planning* Commercial proposals* Support recurring revenue protection by monitoring renewal risk, validating delivery against contracted outcomes and strengthening adoption-led retention.
* Ensure growth opportunities are handed over clearly, with the operational and stakeholder context required for conversion.5.
Internal Collaboration & Compliance * Lead internal account coordination across Sales, Customer Success, Technical Services, Product and Rev Ops.
* Maintain accurate account plans, customer actions and opportunity visibility within required internal systems and governance processes.
* Ensure disciplined follow-through on internal and customer commitments, including reporting, meeting actions and escalation updates.
* Share customer intelligence, lessons learned and emerging risks to support account strategy and continuous improvement.6.
Safety Leadership * Lead by example in maintaining safe work practices across customer sites, travel and office environments.
* Treat safety as a non-negotiable component of service delivery.
* Identify, communicate and help mitigate physical, operational and site-related risks before and during customer engagements.
* Ensure adherence to site safety requirements, travel protocols and company expectations.
* Escalate safety concerns promptly where standards are at risk.
* Promote personal accountability, hazard awareness and professional conduct.Core Competencies * Demonstrates strong working knowledge of company MTS solutions and their application across mining workflows, including fleet management, machine guidance and asset health.
* Translates product capabilities into practical customer use cases, adoption plans and performance improvement opportunities.
* Identifies product configuration, usage and compliance gaps and works with customers and internal technical teams to drive corrective action.
* Acts as a credible technical advisor supporting value realization, issue escalation and Performance Assurance throughout the customer lifecycle.Customer-Centricity * Builds trusted customer relationships by understanding operational priorities, success criteria and expected business outcomes.
* Maintains proactive engagement through regular reviews, clear communication and customer roadmaps.
* Acts with urgency and ownership to resolve customer issues and remove barriers to adoption.
* Represents the customer perspective credibly and ethically while balancing customer advocacy with business discipline, compliance and long-term partnership growth.Saa S Growth & Recurring Revenue Protection * Protects recurring revenue by ensuring sustained customer adoption, visible value realization and fulfillment of contracted outcomes.
* Identifies renewal risks by monitoring usage trends, customer sentiment, unresolved issues and gaps between expected and realized value.
* Builds value-based renewal readiness through clear success measures, business reviews and action tracking.
* Partners with Sales and customers to identify qualified upsell, cross-sell and platform expansion opportunities.Performance Assurance & Value Realization * Uses operational, system and workflow data to assess solution performance and identify barriers to value realization.
* Leads structured Performance Assurance Reviews that translate findings into prioritized actions, measurable KPIs and practical improvement plans.
* Connects product usage, compliance and operational outcomes to clear value evidence.
* Maintains strong discipline in reporting, action follow-through and value tracking.Cross-Functional Collaboration & Execution Alignment * Aligns Sales, Technical Services, Product, Customer Success and other internal teams around customer priorities and required actions.
* Drives execution through clear communication, ownership and follow-through.
* Escalates issues constructively and manages cross-functional dependencies.
* Builds credibility through disciplined account leadership while balancing customer advocacy, governance, delivery standards and commercial priorities.Workplace Culture & Values The company is committed to fostering a **meritocratic culture** where employees are empowered to excel, grow and contribute to collective success.Failing Forward Fast Encourages quick decision-making, learning from mistakes and applying those lessons to future initiatives.Coaching Culture Focuses on mutual goals and priorities, regular feedback, continuous development and strong team collaboration.Pioneering Spirit Encourages innovation, new ideas and pushing boundaries to overcome challenges and remain ahead in the industry.Proactive Urgency Promotes ownership, proactive problem-solving, respect for deadlines and efficient delivery of impactful results.Key Performance Indicators (KPIs) Customer Value & Relationship Management* Customer roadmap actions completed and reviewed.
* Quality of monthly reviews and Steer Co participation.
* Follow-up closure.
* Customer sentiment and escalation reduction.
* Responsiveness to account needs.Targets: * 90%+ of roadmap implemented and up to date by end of Q1.* Monthly Steer Cos and reports completed for 100% of assigned strategic accounts, with 80%+ participation and an updated issue log by end of Q1.* Customer Heatmap 100% implemented by end of Q1.* Reduce repeat escalations to less than 20% by end of Q4.Solution Adoption & Usage Compliance * Improvement in system usage, workflow compliance and operator adoption.
* Increased data integrity and compliance with standard practices.
* Continuous monitoring of platform usage and identification of adoption gaps.Targets: * 80% of new product/solution adoption delivered within the planned timeframe across assigned priority sites.
* Monthly usage and adoption-gap reviews completed for 100% of assigned sites and products, with corrective actions tracked through closure by end of Q1.* 2%+ increase from baseline in customer maturity, data integrity, unlocking, EFOF and EHI by end of Q4.Performance Assurance & Value Delivery * Performance Assurance Reviews completed on time and to standard.
* Quality and timeliness of site visit reports and KPI packs.
* Value-in-Use cases and operational improvement opportunities identified and validated.Targets: * 100% of planned PARs completed on schedule and to agreed quality standards by end of Q4.* Site visit reports and KPI packs issued within 5 business days for 100% of completed PARs by end of Q4.* At least **one validated Value-in-Use improvement initiative per product and per priority account** completed by end of Q4.Commercial Support & Opportunity Development * Qualified upsell, cross-sell and Ecosystem opportunities identified.
* Contribution to technical scoping, business cases and value justification.
* Renewal protection through adoption and value evidence.Targets: * Minimum one qualified upsell, cross-sell or Ecosystem expansion opportunity identified per priority account per quarter.
* At least two business cases, scoping inputs or proposal contributions completed per quarter by end of Q4.* 100% of renewal accounts supported with documented value evidence, adoption summary and risk visibility by end of Q2.Cross-Functional Execution & Account Coordination * Joint actions executed with Sales, Customer Success, Product, Rev Ops and Technical Services.
* Quality of internal account reviews and action tracking.
* Timely sharing of customer intelligence and account priorities.Targets: * 90%+ of cross-functional actions closed by the agreed due date by end of Q4.* Quarterly internal account reviews completed for all assigned accounts by end of Q4.* Key customer risks, actions and account priorities updated in shared forums within 48 hours of identification by end of Q2.Operational Governance & Reporting * Accuracy and timeliness of CRM updates, dashboards, reports and customer action logs.
* Compliance with travel, reporting, governance and process requirements.
* Closure of internal and customer-facing commitments.Targets: * 100% of Salesforce updates, dashboards, reports and action logs completed by reporting deadlines each month.
* Zero material governance, travel or process non-conformances in assigned accounts by end of Q4.* Less than 5% of internal or customer-facing actions overdue at month-end by end of Q2.Compliance & Safety * Adherence to legislative, customer site, Modular and company compliance requirements.
* Visible safety leadership during site work, travel and customer engagements.
* Proactive identification, escalation and closure of safety and operational risks.Targets: * 100% compliance with legislative, customer site, Modular and company requirements across assigned engagements by end of Q4.* Zero serious safety breaches.
* Full completion of required site inductions, permits and protocols by end of Q4.