Account Manager

Royal York Property Management; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Job summary

Royal York Property Management in Cape Town is seeking an experienced Account Manager to oversee owner and tenant experience across active files. You will keep files moving, provide proactive updates, document thoroughly, and resolve issues to protect client satisfaction.

This role demands handling multiple accounts simultaneously, strong communication with owners, tenants, and internal teams, and meticulous CRM record-keeping in a high-volume environment.

Qualifications

• 3–5+ years in Account Management, Client Success, or property-related roles.
• Proven ability to manage multiple clients, accounts, or files concurrently.
• Strong communication skills for owners, tenants, and internal teams.
• High discipline with structured CRM workflows and documentation accuracy.
• Calm under pressure with quick prioritisation in a high-volume environment.
• Professional judgement for handling complaints and escalations.

Responsibilities

• Act as main contact for property owners and tenants throughout the management process.
• Manage multiple active client and property files with strong organization and follow-up.
• Provide proactive updates on status, pending items, and next steps.
• Handle time-sensitive issues with urgency, professionalism, and clear communication.
• Coordinate next steps between owners, tenants, internal departments, vendors, and operations.
• Collect, review, and track required documentation per company process.
• Maintain clean CRM records with notes, tasks, follow-ups, and file movement.
• Identify stalled files and client concerns before escalation.
• Escalate issues early to protect client satisfaction and strong judgment.
• Support a structured, process-driven client experience from start to finish.

Skills

Account Management

Client Success

Communication

CRM

Documentation

Time Management

Tools

CRM software

Job description

Account Management, Client Relations, Customer Experience, Customer Operations, Customer Success, Property Management, Service Operations

EST Hours Required

Royal York Property Management is hiring experienced Account Managers to manage the owner and tenant experience across active property management files.

This role is for someone who can keep files moving, keep clients informed, manage urgent issues, and stay organized in a high-volume environment. You will be responsible for communication, follow-up, documentation, issue resolution, and making sure nothing falls through the cracks.

This is not a basic customer service role. We are looking for someone who can own client outcomes, manage multiple files at once, and communicate professionally with property owners, tenants, internal teams, and service providers.

What You’ll Do

• Act as a main point of contact for property owners and tenants throughout the management process
• Manage multiple active client and property files at once with strong organization and follow-up
• Provide proactive updates so owners know what is happening, what is pending, and what happens next
• Handle time-sensitive issues with urgency, professionalism, and clear communication
• Coordinate next steps between owners, tenants, internal departments, vendors, and property management operations
• Collect, review, and track required documentation according to company process
• Maintain clean CRM records, including notes, tasks, follow-ups, updates, and file movement
• Identify stalled files, missed follow-ups, client concerns, and service issues before they escalated
• Escalate issues early when needed and protect client satisfaction through strong judgment
• Support a structured, process-driven client experience from start to finish

Requirements

• 3–5+ years of Account Management, Client Success, Client Services, Relationship Management, Property Management, or equivalent client-ownership experience
• Proven ability to manage multiple clients, accounts, properties, or files at the same time
• Strong communication skills and confidence handling owner, tenant, or client concerns
• High process discipline and comfort working inside a structured CRM workflow
• Strong follow-up habits, task management, and documentation accuracy
• Ability to stay calm under pressure and prioritize quickly in a high-volume environment
• Professional judgment when handling complaints, escalations, deadlines, and sensitive client issues

Nice-to-Have

• Property management, leasing, real estate operations, or housing-related experience
• Experience handling both clients and end users, such as owners and tenants, customers and vendors, or clients and service providers
• Experience in high-volume, SLA-driven, operations-heavy, or service-based environments
• Comfort using AI/tools to improve documentation, reporting, summaries, and internal efficiency

Remote Tech Requirements

• Dual monitor setup
• Computer with 16GB RAM minimum
• 100+ Mbps reliable internet speed
• Webcam
• Noise-cancelling headset

Compensation

• Full compensation details will be shared during the interview process