Technical Account Manager

Position Overview

The 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**

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# Job Requirements

Qualifications & Experience * Degree in **Mining Engineering, Industrial Engineering or Computer Science** * Additional certifications in **Mining Technology, Project/Account Management, or SaaS/Cloud Solutions** would be advantageous.

Knowledge & Experience 5–8 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 IntelliMine® solutions, fleet management and mine operations. Proven track record in:

• Customer engagement
• Technical adoption
• Value delivery
• Experience with SaaS/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 SteerCo 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 Responsibilities

1. 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 RevOps. * 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 escalat