IT Account Manager

HR Corporation; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

An established industry player is seeking an experienced Account Manager to enhance customer engagement and drive client satisfaction. In this dynamic role, you will build and maintain strong relationships with clients, ensuring their needs are understood and met throughout the Account Management Life Cycle. You will work closely with the Technical and Sales Teams to address client concerns, monitor satisfaction, and identify upselling opportunities. If you have a passion for client relations and a proven track record in Managed Services IT Support, this is an exciting opportunity to make a significant impact in a thriving environment.

Qualifications

• 4+ years experience in a similar role in Managed Services IT Support.
• Strong skills in client relationship management and customer engagement.

Responsibilities

• Manage and nurture client relationships, ensuring needs are met.
• Track client satisfaction and profitability, addressing discrepancies.
• Collaborate with technical teams to resolve client issues efficiently.

Skills

Client Relationship Management

Customer Engagement

Sales Collaboration

Problem Solving

Project Management

Education

Matric

Business Management Qualification

Tools

Professional Services Automation (PSA) system

Customer Thermometer

Job description

You will be responsible for driving customer engagement by understanding customer needs, building strong client relationships and strategically collaborating with the Technical and Sales Teams to ensure that we deliver and exceed client expectations. This is for an experienced Account Manager from within the MSP industry.

Responsibilities:

1. Build, manage, and nurture relationships with clients, ensuring their needs are understood and met according to the Account Management Life Cycle.
2. Ensure alignment between client services (billed vs supported) and address discrepancies promptly.
3. Monitor and maintain client satisfaction using customer satisfaction surveys (Customer Thermometer).
4. Track and report monthly Customer Thermometer results, highlighting successes, failures, and actions taken.
5. Monitor client profitability and sales from existing clients, ensuring contracts are renewed promptly.
6. Identify and generate opportunities to upsell and cross sell our service offerings by understanding the client environment and effectively communicating any leads to the Sales Team.
7. Manage Technical Managed Services Contract Annual escalations, discussions, and meetings with clients.
8. Mediate between clients and the technical team, overseeing client complaints and escalations.
9. Manage client escalations, working closely with the dispatcher and IT professionals to resolve issues before escalating to Service Delivery Manager or other relevant parties.
10. Assist with onboarding and offboarding clients as part of the project management process.
11. Ensure agreed schedules for alignment and management of account information, including contacts, banners, and tooling.
12. Handle administrative aspects of projects, including managing issues, scope creep, and project completion internally.
13. Monitor monthly ticket performance and activity per client, ensuring timely and effective issue resolution.
14. Track all account activity in the Professional Services Automation (PSA) system, maintaining an up-to-date record of client interactions and services.
15. Liaise and collaborate with the Technical Team to implement relevant improvements in customer service, both verbal and written, onsite and remote.
16. Assist with the preparation of Quarterly Business Reviews (QBRs) as needed.
17. Review and approve month end invoices within 5 business days from the start of a new month.
18. Mediate billing queries with clients and internal teams, ensuring prompt resolution.

Requirements

1. Matric.
2. Business Management Qualification.
3. Driver’s License and Own Car.
4. At least 4 years’ experience in a similar role in a Managed Services IT Support environment.
5. R18,000- R28,000 depending on experience plus commission.