Cape Town, South Africa | Posted on 24/04/2026 Job Description Scope: To ensure that the daily, weekly, and monthly operations and reconciliations – financial, technical, and otherwise – are according to expectations and to enhance the customers’ experience by providing value-added services from a technical perspective. Key Performance Areas Support customers based on products and services contracted as per SLA. Plan and meet SLA response times. Customer Support Tickets managed and closed timeously. Conduct Customer Training to customer satisfaction. Develop and execute standard operating procedures (SOPs). Monitor and maintain uptime of all systems and ensure data and customer outputs made available as per SLA and that SOPs are executed as required. Meet regularly with Customer Operational staff. Ensure financial viability of customer accounts. Build long-term relationships with new and existing customers. Requirements Key Responsibilities Perform frequent audits of each account to ensure operations are financially feasible, sustainable and meet business strategic objectives on an ongoing basis. Manage account portfolio and meet financial objectives. Overall collaboration with all stakeholders within the process to ensure the delivery of desired outcomes. Engage in regular meetings with external customers and internal stakeholders on account performance. Provide business, technical, and product knowledge in support of customer solutions. Establish, implement and constantly update processes and procedures to support exceptional service delivery. Manage customer operations on all relevant Ontec platforms. Ensure all customer end‑to‑end solutions and KPI’s and end‑to‑end solutions are configured and working correctly when deployed in operations. Provide support for meter reading and billing service. Analyse and investigate any support issues including software and in‑field investigations when required. Ability to compile executive, operational and technical reports. Engage with customers and prospects to understand their business needs and objectives. #J-18808-Ljbffr