Key Account Manager

Bidvest Protea Coin; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Bidvest Protea Coin is seeking a seasoned Client Relationship Manager to oversee relationships with major clients in South Africa. The role focuses on managing client expectations, driving service quality, and coordinating across cross-functional teams to maintain strong security operations and data-driven improvements.

Key duties include oversight of SLAs, incident follow-ups, and comprehensive reporting, combined with stakeholder engagement and strategic input for service enhancements.

Qualifications

• Minimum 5 years’ experience in key account client relationship management within security or related operational environments.
• Proven experience managing high-value or corporate clients.
• Strong understanding of security operations, SLAs, and KPI management.
• Experience working across multi-functional teams and dispersed sites.
• Experience in Data Analysis/Reporting.
• Basic knowledge or exposure to software development – advantageous.
• Basic understanding of cybersecurity and information security principles – advantageous.
• Valid driver’s license.
• Client relationship and stakeholder management.
• Strong communication and presentation skills.
• High attention to detail and service excellence.
• Ability to engage and collaborate with technical and development teams.
• Problem-solving and conflict resolution.
• Ability to manage pressure and escalations effectively.
• Strong coordination and organisational ability.
• Advanced Excel experience.
• Professional presence, integrity, and accountability.

Responsibilities

• Act as the primary point of contact for assigned clients and stakeholders.
• Build and grow strong client relationships and drive satisfaction.
• Monitor SLAs/KPIs and report on service performance.
• Coordinate with operations, control room, and support functions during incidents.
• Prepare and present weekly/monthly client reports and insights.
• Lead client meetings and escalations with clear communication.
• Support strategic service improvement initiatives and planning.

Skills

Client relationship management

Communication & presentation

Data analysis & reporting

Excel expertise

Cross-functional teamwork

Problem-solving

Stakeholder management

Cybersecurity basics

Software development exposure

Education

Relevant tertiary qualification

Job description

The suitable candidate’s main responsibilities and duties include, but are not limited to the following:

Client Relationship Management

• Act as the primary point of contact for assigned clients (e.g. Vodacom and key stakeholders).
• Build, maintain, and grow strong professional relationships with client representatives.
• Drive client satisfaction through structured engagement, feedback mechanisms, and regular service reviews.
• Manage and align client expectations with operational capabilities and contractual scope.

Service Delivery Oversight

• Monitor and ensure delivery against agreed SLAs and KPIs.
• Track service performance and elevate operational gaps to relevant teams.
• Ensure operational outputs meet client standards and contractual requirements.
• Follow up on incidents to ensure timely resolution and client feedback.
• Serve as the central coordination point between operations, tactical teams, control room, and support functions.
• Facilitate cross-functional collaboration to ensure aligned and efficient service delivery.
• Communicate client requirements clearly to all operational stakeholders.

Reporting & Communication

• Assist in the Preparation of, review, and present weekly and monthly client reports.
• Provide structured insights on performance, incidents, risks, and improvement initiatives.
• Lead and participate in client meetings, operational reviews, and internal engagements.
• Ensure accurate and timeous communication of escalations and key developments.
• Manage client-facing communication during incidents and critical events.
• Ensure thorough investigation, documentation, and closure of incidents.
• Coordinate corrective and preventative actions with operational teams.

Performance Monitoring

• Analyse service trends, incident data, and response metrics.
• Identify performance gaps and drive continuous improvement initiatives.
• Track action plans and ensure completion within agreed timelines.

Strategic Contribution

• Contribute to service improvement strategies and client engagement plans.
• Identify opportunities to enhance service delivery and client value.
• Support operational planning through client insights and feedback.

Technical Knowledge

• Basic understanding of software development concepts and application environments.
• General awareness of cybersecurity principles, information security, and data protection.
• Basic understanding of systems, databases, APIs, and system integrations would be advantageous.
• Ability to engage with technical and development teams and contribute to basic technical discussions.
• Willingness to develop further technical knowledge as required by the role.

General Responsibilities

• Support operational escalations as required.
• Ensure all reporting and business intelligence outputs are accurate and delivered on time.
• Uphold professionalism and company values in all client engagements.

Preferred qualifications/attributes/skills:

Qualifications & Experience

• Relevant tertiary qualification – advantageous
• Minimum 5 years’ experience in key account client relationship management within security or related operational environments
• Proven experience managing high-value or corporate clients
• Strong understanding of security operations, SLAs, and KPI management
• Experience working across multi-functional teams and dispersed sites
• Experience in Data Analysis/Reporting
• Basic knowledge or exposure to software development – advantageous
• Basic understanding of cybersecurity and information security principles – advantageous
• Valid driver’s license
• Client relationship and stakeholder management
• Strong communication and presentation skills
• High attention to detail and service excellence
• Ability to engage and collaborate with technical and development teams
• Problem-solving and conflict resolution
• Ability to manage pressure and escalations effectively
• Strong coordination and organisational ability
• Advanced Excel experience
• Professional presence, integrity, and accountability