Job Title: Account Manager – Property Maintenance & Contracts Management Salary:R25,000 p/m
Fully Remote ( South Africa based) Introduction
Join a dynamic maintenance and property company as an Account Manager, we are looking for a driven individual with a passion for building relationships and maintaining exceptional service levels for our key business clients. You'll manage engineers, oversee contracts, and ensure smooth operations through meticulous administrative work. If you are ambitious, detail-oriented, and eager to see accounts grow while thriving in a fast-paced environment, this is the role for you!
Key Responsibilities: Client Management & Retention: Act as the primary contact for key business clients, ensuring all their service requirements are met with top-level attention.
Build long-lasting relationships with clients, enhancing their experience and ensuring they continue to use our services.
Resolve client issues and complaints promptly, ensuring problems are addressed before escalating.
Team & Operations Management: Oversee the scheduling and prioritization of engineers to key account clients.
Brief engineers on specific client requirements, ensuring that each job is carried out to the highest standard.
Monitor the performance of engineers, ensuring jobs are completed with accuracy (including reports, photos, and signatures).
Reporting & Performance Tracking: Generate and review regular reports on client accounts, including job completion rates, feedback, and profitability.
Conduct performance reviews with engineers and office staff to maintain service quality and accountability.
Provide detailed updates to management on account performance, profitability, and client satisfaction.
Administration & Compliance: Ensure all job reports are updated, client feedback is recorded, and necessary follow-ups are completed without delay.
Oversee that administrative functions are consistently maintained, including updating contracts and maintaining client profiles.
Upselling Services: New Clients: Actively identify opportunities to upsell the company's services by presenting the full range of property maintenance solutions during client onboarding and throughout initial communications. Tailor the pitch to demonstrate how additional services can solve potential challenges or add value to their operations.
Existing Clients: Continuously engage with current clients to understand their evolving needs and offer additional services that complement their existing packages, such as routine maintenance contracts or specialized services like emergency repairs. Present these upsell opportunities during client reviews or when discussing performance feedback.
Goals: Grow the number of jobs booked per week from key accounts and maintain consistent growth in bookings.
Reduce the number of job cancellations and refunds through proactive client engagement and quality management.
Increase revenue from key accounts by enhancing client satisfaction and retention, while actively upselling additional services.
Maintain up-to-date payments and ensure all financial aspects of client accounts are in good standing.
Key Performance Indicators (KPIs): Weekly job bookings and growth per client account.
Decrease in job cancellations and increase in client satisfaction ratings.
Growth in the number of managed accounts and the revenue generated from each.
Positive feedback from both clients and tenants, ensuring high satisfaction levels.
Profitability of each account, measured against operational costs and client satisfaction.
Requirements: Experience managing B2B client accounts, preferably in the property maintenance or service industry.
Strong organizational and administrative skills with a keen eye for detail.
Ability to manage and coordinate engineers, ensuring timely and accurate job completion.
Excellent communication skills, both written and verbal, to effectively liaise with clients and internal teams.
Problem-solving mindset with the ability to address issues before they escalate.
Experience with upselling services to both new and existing clients will be advantageous.
Salary: R25,000 per month
Equipment & Setup: Fully remote position (South Africa-based).
A reliable internet connection and a suitable home office setup are essential for seamless communication and reporting.
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