Key Accounts Manager

Bidvest Protea Coin; Centurion; On-site; ZAR 550,000 - 750,000; Full time

Job summary

Bidvest Protea Coin is seeking a Client Relationship Manager in Centurion to steward key accounts, including Vodacom, and to align client expectations with service delivery. You will oversee SLA/KPI performance, coordinate across operations, and provide insightful reporting to drive improvements.

This role requires strong stakeholder management, excellent communication, and a data-driven approach to continuously enhance client value and satisfaction within security/operational environments.

Qualifications

• Matric (Grade 12) – essential
• 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

Responsibilities

• 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.
• Monitor and ensure delivery against agreed SLAs and KPIs.
• Track service performance and escalates 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.
• 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.
• 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.
• 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.

Job description

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 escalates 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.

Stakeholder Coordination & Liaison

• 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.

Incident & Escalation Management

• 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

• Matric (Grade 12) – essential
• 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

Key Competencies

• 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

Employment consideration will be in accordance with the Employment Equity Act requirements

Should you not hear from us within 14 days after closing date, your application should be considered unsuccessful