Account Manager

We’re looking for a dedicated and personable Account Manager to maintain client accounts and serve as our main point of contact. The ideal candidate will have a passion for helping others and a drive for providing exceptional customer service. You will also be expected to respond to existing clients’ requests, resolve their queries timely, and aspire to deliver a positive customer experience.

Objectives of the Role:

• Serve as the main point of contact in all matters related to client concerns and needs
• Build and strengthen client relationships to achieve long-term partnerships, connecting with key business executives and stakeholders
• Maintain accurate client records, keeping track of any contract updates and renewals
• Liaise and work between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs
• Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients

Reporting to the Managing Director, you will:

• Handle inquiries and requests from customers and address their needs
• Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors
• Stay on top of accounts, making sure customers receive services that are within their budget and meet their needs
• Be responsible for keeping current customers satisfied and delivering exceptional customer service on a day-to-day basis
• Collaborate and meet regularly with internal team members to discuss progress and find new ways to improve business and facilitate customer need fulfillment
• Generate progress reports for clients and management within the company
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
• Forecast and track key account metrics
• Collect and analyze data to learn about customer behavior
• Identify upsell, cross-sell, and renewal opportunities and communicate with the management regularly
• Act as a customer advocate with a focus on improving the buying experience
• Monitor and analyze customers’ usage of our product and solution
• Be responsible for working with the Sales and management to onboard and integrate new customers and develop existing customer relationships

Qualification and Requirements:

• Diploma or Bachelor’s Degree in Marketing, Business Administration, IT, Communications, Engineering, or relevant field
• Possess a minimum of 4 years of account and customer experience as an Account Manager, Key Account Manager, Sales Account Manager, Customer Service Manager, or relevant role, with knowledge in the IT sector preferred
• Have strong network and cyber security experience in the enterprise and government sectors as well as in the local IT market
• Critical thinking and problem-solving skills
• Demonstrate ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level
• Proven ability to manage multiple account management projects at a time, while maintaining sharp attention to detail
• Proven track record of meeting or exceeding quotas and receiving positive customer feedback
• Strong interpersonal, communication (both verbal and written), and presentation skills
• Excellent listening and negotiation abilities
• Able to strategize and build strong rapport with customers and team members
• Experience delivering client-focused solutions to customer needs
• Natural relationship builder with integrity, reliability, and maturity
• Ability to collect, track, and analyze large amounts of data
• Self-motivated and able to thrive in a results-driven environment
• Possess bid management experience