Strategic Accounts Representative

MyPass Global is on a mission to empower safe, agile & connected communities. Our vision is to become the industry standard platform of record for workforce management and credentialing. Our vision transcends just one industry or geography, it speaks to building a global workforce management & credentialing system that is looked to for best practice in this space.

Our company values set the standard for the behaviours and mindset we expect from every “MyPasser”. Our values include:

BRING OUT THE BEST

We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.

CHALLENGE THE NORM

We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.

TREAT PEOPLE WELL

We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect. 

WALK THE WALK

We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word, fostering a culture of open communication.

Position Purpose Statement

The key purpose of this role is to be the subject matter expert for strategic customers regarding the MyPass platform, providing system configuration capability support to strategic customer platform administrators. This includes providing accurate advice to strategic customers regarding system issues, questions, technical and general concerns and escalating issues appropriately through internal channels.  

Key Responsibilities

• Performs Incident and L2 ticket hygiene; review ticket updates and follows through relevant stakeholders to help expedite ticket resolution.
• Performs general reviews for ticket handling improvement opportunities for each strategic account assigned and ensuring responses are within specified or global SLA’s.
• Identifies ticket trends from allocated strategic customers to assist with creating meaningful knowledge base and self learning training content as well as to communicate to the relevant strategic customers as part of their quarterly business reviews.
• Maintains a high level of professionalism with strategic customer administrators and establishes a positive rapport through online chat, email, phone and video conference calls and attendance in the quarterly business review. 
• Provides accurate responses to customer inquiries in a timely manner and to MyPass Global SLA requirements.
• Manages customer incidents and escalates internally via the appropriate internal channels, taking ownership and ensuring that all incidents are resolved to the customer’s satisfaction and in accordance with MyPass Global SLAs.
• Following all MyPass Global Policies and procedures in servicing our strategic customers.
• Build appropriate professional relationships with assigned customer administrators.
• Educates and trains assigned key customers on the functionality and features of the platform during interactions (as required by strategic account key stakeholders). Delivering Quarterly Business review reporting and providing meaningful context around data to support the delivery of the Quarterly Business review. Conducting account audits assigned key customer accounts to ensure billing, revenue leakage, adoption and accuracy.
• Proactively identify system improvements and share these with assigned customersBe involved in recurring account meetings with assigned customers

Key Accountabilities

• To help support a life-long engaged relationship with Mypass
• To help support build the Mypass brand through the effective and efficient partnership with the Head of Strategic Accounts.
• To help deliver an outstanding positive customer experience and generate promoters for Mypass.
• To ensure the Support team is supported in maintaining an appropriate FTR for the strategic accounts assigned.
• To foster trust with customers that Mypass is reliable in responding to their needs.
• To help deliver team productivity outcomes to meet business expectations.
• To help solve client concerns in the most efficient manner.
• Provide input that will influence the NPS score

Measures of Success

• Retention of strategic customers
• NPS scores and feedback from assigned Customers
• Positive feedback from assigned Customers
• Internal quality scores regarding correspondence and problem resolution
• Meeting productivity expectations
• Customer uptake of proposed system improvements

Development Objectives

• 0-3 Months
• Build internal relationships with Internal & External Stakeholders.
• Develop an intimate understanding of the product and range of use cases. 
• Develop a good working dynamic and rhythm with the Head of Strategic Accounts.
• Develop a network within the organisation to help drive efficient customer resolution.




• 3-6 Months
• Learn to use the data to share insights to the Head of Strategic Accounts for continuous improvement.
• Support the Head of Strategic Accounts in building out customer processes and education of these to the MyPass internal teams.
• Build a solid understanding of the customer portfolio and relationships of subsidiary companies.
• Solve complex tickets with minimal supervision.
• Participate in the Quarterly Business Reviews.




• 6-12 Months
• Be an independent problem solver and create sound business suggestions to solve a customer or company problem.
• Build a strong understanding of the value of our services and use it in mitigating any pain points with other new identified strategic accounts.
• Maintain and continue the account retention through sharing expertise with assigned Customers.
• NPS scores 90% are 9 and above Lead the quarterly business reviews with the Customer.

Key Selection Criteria

• Must have a Bachelor's Degree in any four-year course.
• An Information Technology degree is an advantage
• A minimum of three years of strategic account support or relationship management experience is needed for this roleExperience in a Technology or Software as a Service (SaaS) environment is required
• Experience with Blue Chip clients in a corporate Business to Business environment is required
• With leadership experience is an advantage
• Must demonstrate a proactive work attitude in providing customer support
• Must be data-driven. Has the ability to work with data and understand how to read and use it

Management:

- Determine and allocate the resources required to maintain and continuously improve the ISMS 

- Ensure information Security requirements are communicated and understood across all levels of the business

- Ensure business activities support the security of information

- Promote the continuous improvement of information security

- Ensure changes to the ISMS are effectively communicated to the business and stakeholders

Senior Leaders:

- Ensure direct reports receive instructions that adequately describe the responsibilities for information security related to their job role

- Ensure direct reports receive training to maintain appropriate information security skills and knowledge required for their job role

- Ensure direct reports demonstrate the information security skills and knowledge required for their job role

- Ensure induction and training focus on the most relevant information security aspects for each job role

Employees:

- Understand own contribution to the effectiveness of the ISMS

- Understand own responsibilities within the ISMS (e.g. Acceptable of Use Assets Policy, Information Security Policy)

- Understand the consequences of non-compliance with the requirements of the ISMS

- Understand information security guidelines related to own job role