Account Manager

Ello Technology Sa; Johannesburg; On-site; USD 30,000 - 50,000; Full time

Job summary

A leading technology company based in Johannesburg is seeking an Account Manager to enhance client relationships and ensure exceptional customer satisfaction. The role encompasses proactive communication, issue resolution, and collaboration with internal teams to drive account growth and retention. Ideal candidates are customer-centric, adaptable, and possess strong communication skills.

Qualifications

• Excellent verbal and written communication skills.
• Customer-focused with the ability to build and maintain relationships.
• Experience in account management preferred.

Responsibilities

• Primary point of contact for assigned clients, driving customer satisfaction.
• Resolve client issues and coordinate with technical teams for support.
• Identify upselling and cross-selling opportunities for account growth.

Skills

Customer-Centric

Strategic Thinking

Communication

Proactive Problem-Solving

Resilience

Collaboration

Attention to Detail

Job description

Johannesburg, South Africa | Posted on 12 / 13 /

As an Account Manager (AM) at Ello Technology, you will be the primary point of contact for your assigned clients, ensuring the delivery of exceptional customer service and building strong relationships.

Your main responsibilities include driving customer satisfaction, resolving client issues, and aligning our services with customer needs to foster long-term partnerships.

Additionally, you will work closely with internal teams to ensure clients' needs are addressed proactively and effectively, contributing to customer retention and revenue growth.

Requirements

• Client Relationship Management: Build and maintain strong, trust-based relationships with key stakeholders in assigned accounts.
• Customer Satisfaction: Ensure high levels of customer satisfaction by providing timely and effective support and exceeding clients' expectations.
• Issue Resolution: Serve as the main point of contact for resolving client issues, coordinating with technical teams for prompt resolution.
• Account Growth: Identify upselling, cross-selling, and new customer acquisition opportunities to drive account growth and increase Monthly Recurring Revenue (MRR).
• Customer Advocacy: Act as an advocate for clients within Ello Technology, ensuring their feedback is heard and acted upon to improve services.
• Proactive Communication: Anticipate client needs and provide proactive recommendations to enhance their experience.
• Internal Collaboration: Work closely with Customer Success teams to deliver seamless service.
• Retention and Renewal: Focus on retaining clients by ensuring they derive value from our services, driving contract renewals.
• Reporting: Provide regular updates and reports on account performance, customer satisfaction, and potential risks.

Skills and Competencies

• Customer-Centric: Passionate about delivering exceptional customer experiences.
• Strategic Thinking: Ability to understand clients' long-term goals and align solutions accordingly.
• Communication: Excellent verbal and written skills, capable of simplifying technical information.
• Proactive Problem-Solving: Anticipate and address issues proactively.
• Resilience: Adaptable and capable of handling challenges in a dynamic environment.
• Collaboration: Strong team player across departments.
• Attention to Detail: Manage multiple accounts and track details meticulously.

Compensation and Bonus Structure

• Commission Structure: Performance targets, KPIs, and commissions.
• Annual Bonus: Performance-based bonuses determined by KPI scores:
• 85-89 Points: 5% of gross annual salary (Meets Expectations)
• 90-94 Points: 8% of gross annual salary (Exceeds Expectations)
• 95+ Points: 10% of gross annual salary (Exceptional Performance)

Review and Adjustments

• Monthly Review: Performance scores reviewed monthly for feedback and improvement.
• Annual Review: 12-month average assessed for bonus eligibility and responsibility adjustments.