Client Relationship Manager

ICTEngage; Centurion; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A customer-oriented company is looking for a Customer Relationship Manager to build strong relationships with clients, ensuring satisfaction and effective solutions. The successful candidate will manage client needs, generate new business opportunities, and liaise with technical teams. Excellent communication and organizational skills are essential, with a focus on proactive client engagement. This position requires accurate performance of duties and accountability for responsibilities.

Qualifications

• Strong relationship-building skills to retain customers.
• Competence in managing client issues and resolutions.
• Proven ability to independently organize tasks.

Responsibilities

• Maintain and retain existing customers by building relationships.
• Act as a point of contact for client needs.
• Generate new business through potential customer interactions.
• Liaise with technical teams to resolve client issues.
• Track personal sales statistics for review.

Skills

Client relationship management

Effective communication

Problem-solving

Proactive follow-up

Job description

The purpose of a Customer Relationship Manager is to build relationships with clients to ensure that their needs are met, they are satisfied with the services and/or products provided by the company and any challenges are overcome.

Job Duties

Client Relationship Management

• Effectively maintains and retains existing customers by building long‑term relationships.
• Develop positive relationships with clients.
• Act as point of contact and handle customer’s individual needs.
• Generate new business using existing & potential customer network.
• Builds customer base by meeting with potential clients and educating them on the benefits of our products.
• Responds to all inquiries, cancellation requests, and sales requests within specified timeframe.
• Follow up with clients on issues that have been resolved to ensure that the relationship is dealt with in a professional manner.
• Completes proactive customer “good will” calls.

Project Management

• Liaise with technical on client issues and resolutions.
• Arrange site inspections.
• Arrange demo equipment for testing purposes.
• Put proposals together for clients to correct issues in relation to.
• Meet with clients to discuss issues and how best to resolve these.
• Liaise with Solutions architect on best solutions for clients who wish to cancel based on queries or request from Service Delivery division.
• Ensure that technical and sales meet any obligations they made to clients in meetings.
• Review support tickets and red flag clients that are having continuous problems, in order for technical team to arrange pro‑active meetings before things escalated.
• Get quotes for onsite support that falls out of SLA’s.
• Propose new SLA’s to clients who have frequent tickets, but no SLA in place.

Channel Management

• Meet with Channel partners to work through rules of engagement and current projects.
• Meet with channel partners to discuss forecasts for planning purposes.

Other

• Participates in continued education to learn about new products and improved sales techniques.
• Tracks personal sales statistics and submits them to Sales Manager for period reviews.
  • Report on status of accounts & customers.
  • Set and track sales account targets, aligned with company objectives.
  • General office administration.
• Requirements for Position
  • Accuracy in carrying out assignments
  • Possesses skills and knowledge to perform the job competently
  • Planning, organizing and prioritizing skills
  • Holds self‑accountable for assigned responsibilities; sees tasks through to completion in a timely manner
  • Proficiency at improving work methods and procedures as a means toward greater efficiency
  • Communicates effectively with superior, peers and clients
  • Ability to work independently
  • Ability to work co‑operatively with supervision or