Job Description
The company employs 135 staff and is a medium sized fast growing company. This role requires a person with technical expertise in mechanical/electrical engineering with strong commercial acumen. The primary function of the Account Manager is to manage the relationship between the company and its clients.Ensuring that the commitments contained in our contracts are delivered upon for the duration of the contract and expectations on both sides are fulfilled. In order to achieve this, the Account Manager is tasked with defining an individual approach for each of their clients enabling them to create strong and lasting relationships.The Account Manager will be the lead point of contact for all key client matters, anticipate the client's needs, work to ensure deadlines for the client are met, and help the client succeed. They will need to work closely with various internal business departments to maintain and further develop the relationships with their accounts. They represent the entire range of the company solutions. They lead the clients account planning cycle and ensure that the client's needs and expectations are met.
KEY PERFORMANCE AREAS (including, but not limited to)
Relationship development between clients and us, especially with key customer stakeholders and sponsors
Key stakeholder meetings
Resolving key client requests, issues and complaints
Developing a complete understanding of key account needs and suggesting solutions
Managing communications between key clients and internal teams
Gather, report and communicate customers' feedback on service, technology and project delivery
Strategic planning
Contract negotiation
Establishing and overseeing internal budgets
Collaborating with the sales team to maximise profit by up-selling or cross-selling
Measure, track and analyse key account metrics
Planning and presenting reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training
Analysing client data
Expanding relationships and bringing in new clients
Collaborate with the Finance team
Collaborate with Operations and Engineering regarding:
All breakdowns
The maintenance and upkeep of all equipment on site
Response times
Proposals for new installations being reviewed and actioned as promptly as possible
Ensure CRM system is complete with all relevant data to provide our ability to build strategies for clients' quarterly business review with each client (in person)
Quarterly account plan internal presentation
Monthly touch point with each client (preferably face to face)
Greater than 80% contract extensions at greater than 80% revenue retention
Zero credit notes passed
Deliver savings reports monthly on time
Respond to Account Manager related exception reports within 72 hours, including:
System uptime
Breakdown response times
Late payments
Compliance with payment terms
Sign up 4MW of new business per annum at existing clients
NPS (Net Promoter Score) surveys to be conducted twice a year with NPS scores of greater than 80%
REQUIREMENTS
Graduate degree/diploma in relevant field plus related working experience• High proficiency in English language and at least one other of South Africa's 11 official languages• A minimum of 5 years client management experience in addition to showing aptitude to quickly learn and develop• Proven track record in delivering satisfied customer relationships• Substantial expertise in CRM• Proven problem solving and decision-making skills• Demonstrated a great deal of sales experience, possessing an ability to drive sales and having met and even exceeded business targets
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