Junior Technical Account Manager | Lesaka Hospitality

Lesaka Technologies · Johannesburg, Gauteng

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Job Purpose

To provide remote technical and account support to customers, with a particular focus on UNITY accounts, ensuring a seamless customer experience from onboarding through to ongoing account management.
The successful candidate will support new customer implementations, database and menu builds, account migrations, customer training, and technical issue resolution, while working closely with the Senior Technical Account Manager – International to ensure customers achieve maximum value from Lesaka Hospitality solutions.

Key Responsibility Areas

Customer Support & Account Management

Provide remote technical and account support to customers, resolving queries and issues in a professional and customer-focused manner.
Manage customer expectations and act as a trusted point of contact throughout the customer lifecycle.
Build strong customer relationships through proactive communication and effective support.
Maintain high levels of customer satisfaction through timely issue resolution and ongoing account engagement.
Identify opportunities to grow existing customer accounts and support wider sales and account management initiatives.

Customer Onboarding & Implementation

Onboard new customers onto the UNITY platform.
Configure and set up customer accounts according to business requirements.
Build and maintain databases, menus, and associated system components.
Support account migrations and implementation activities for medium-sized customer accounts.
Ensure all onboarding activities are completed accurately and within agreed timelines.

Database Management & Technical Support

Support database building, updates, and ongoing maintenance activities.
Assist customers with system configuration and usage queries.
Troubleshoot platform issues and provide remote technical assistance where required.
Escalate technical challenges appropriately and follow through to successful resolution.
Conduct post-implementation quality checks to ensure successful go-live outcomes.

Case Management & Operational Support

Monitor Salesforce dashboards to track open, pending, and on-hold support cases.
Support root cause analysis and contribute to long-term issue resolution initiatives.
Maintain accurate customer records and support documentation.
Ensure all activities are documented in accordance with internal processes and standards.
Provide reporting and administrative support as required.

Customer Training & Adoption

Assist with the delivery of customer training on UNITY and related systems.
Support users during onboarding and implementation programmes.
Develop customer confidence through system education and best-practice guidance.
Ensure customers are equipped to maximise the value of Lesaka Hospitality solutions.

Quality Assurance & Continuous Improvement

Create and follow implementation, upgrade, and rollout checklists.
Perform quality assurance reviews following upgrades, migrations, and deployments.
Identify opportunities to improve customer processes, support delivery, and service quality.
Contribute to continuous improvement initiatives across the Customer Success and Technical Account Management functions.

Qualifications & Experience

Minimum Requirements

Previous experience in

Technical Skills