Strategic IT Account Manager | Growth & Service Delivery

IntelliStaff; Wes-Kaap; On-site; ZAR 360,000 - 540,000; Full time

Job summary

IntelliStaff in South Africa seeks an experienced Client Account Manager to oversee key accounts, retain clients and grow services. You will coordinate service delivery, manage hardware requirements, quotations and contracts, and ensure adherence to SLAs.

The role requires strong relationship-building, CRM stewardship, and ability to document stakeholder needs across information technology hardware. A relevant diploma or degree and valid driver’s license are preferred.

Qualifications

• Diploma or degree in Business Management, Sales, Marketing, Account Management, IT, Environmental or related field.
• Drivers License and own vehicle.
• Proficient in Microsoft Office, CRM systems and reporting tools.
• Basic knowledge of business IT hardware (desktops, laptops, monitors, servers, networking equipment).
• Ability to identify, clarify and document stakeholder hardware requirements accurately.

Responsibilities

• Manage client relationships and act as the main point of contact.
• Understand client needs, operations and service requirements.
• Coordinate projects, service delivery, reporting and follow-ups.
• Conduct regular client reviews and maintain accurate account records.
• Manage expectations and ensure confidentiality of client information.
• Retain and grow existing client accounts through proactive communication and service oversight.
• Identify opportunities to expand services and develop strategic accounts.
• Promote relevant services and support renewals, pricing reviews and service expansions.
• Identify future client needs and ensure opportunities are properly recorded and followed through.
• Identify and document client IT hardware needs, replacement cycles and technology-refresh plans.
• Assess requirements for laptops, desktops, monitors, servers, networking equipment and peripherals.
• Identify opportunities for new, refurbished or pre-owned equipment.
• Refer qualified opportunities to the relevant sales/technical teams and support quotations.
• Maintain accurate CRM records and follow up on opportunities.
• Ensure recommendations are suitable and aligned with approved pricing, availability and specifications.
• Coordinate client service requests, project requirements, timelines and logistics.
• Liaise with internal teams to ensure clear and accurate project instructions.
• Coordinate site assessments, collections, audits and decommissioning projects.
• Monitor projects from initiation through completion and client sign-off.
• Escalate delays, risks, discrepancies and complaints promptly.
• Ensure services are delivered according to approved quotes, SLAs and scope.
• Prepare and coordinate quotations, proposals, pricing and service agreements.
• Ensure commercial documents accurately reflect scope, pricing and timelines.
• Liaise with finance and management for pricing approvals.
• Maintain records of quotes, POs, contracts and client approvals.
• Assist with tenders, RFQs, supplier onboarding and approved negotiations.
• Ensure accurate and timely project documentation and client reports.
• Coordinate asset registers, chain-of-custody records, certificates and settlement reports.
• Review documentation for accuracy and completeness before client submission.
• Track outstanding approvals, sign-offs and supporting documentation.
• Ensure all assets are accurately accounted for and support client audits.
• Manage client contracts, SLAs and project requirements.
• Monitor service levels, turnaround times and reporting deadlines.
• Identify and resolve potential SLA issues proactively.
• Track complaints, service failures and corrective actions.
• Report account risks and service performance to management.
• Handle and coordinate responses to client complaints and escalations.
• Investigate issues, identify root causes and implement corrective actions.
• Escalate security, compliance, safety or asset-related incidents.
• Maintain accurate complaint records and client communications.
• Identify recurring issues and recommend service improvements.
• Monitor account revenue, profitability, payments and outstanding invoices.
• Liaise with finance on invoicing, POs, credit notes and settlements.
• Assist with invoice disputes and outstanding documentation.
• Support account forecasting, pipeline reporting and financial-risk management.
• Maintain accurate and up-to-date CRM and account records.
• Record client interactions, requirements, opportunities, quotes and actions.
• Track opportunity stages, values and expected close dates.
• Maintain clear records of client instructions and approvals.
• Prepare account and pipeline reports for management.
• Build strong relationships with key client and internal stakeholders.
• Coordinate effectively across operations, logistics, technical, finance and sales teams.
• Ensure clear roles, responsibilities and approval processes.
• Facilitate client meetings and maintain professional communication.
• Ensure projects comply with company procedures, contracts and legal requirements.
• Support POPIA, data-security, chain-of-custody, environmental and safety compliance.
• Ensure secure handling of data-bearing devices and client assets.
• Report security, safety, asset-loss and compliance incidents promptly.
• Support client sustainability and responsible-disposal objectives.
• Client retention rate and contract/SLA renewal rate.
• Revenue and gross profit generated from assigned accounts.
• Growth in revenue from existing clients and successful introduction of additional services.
• Number and value of qualified hardware requirements identified and referred.
• Conversion rate and revenue generated from referrals.
• Accuracy and completeness of stakeholder hardware requirement information.
• Client satisfaction, complaint-resolution performance and reduction in repeated service failures.
• Percentage of reports and project documentation delivered within agreed turnaround times.
• Accuracy and completeness of client documentation and serial-number reconciliation.
• Number and value of active opportunities and accuracy of account forecasts.
• CRM accuracy, activity-recording compliance and completion of formal account reviews.
• Outstanding invoice and payment-resolution performance.
• Compliance with internal procedures, client requirements and management-system standards.
• Achievement of monthly, quarterly and annual account targets.

Skills

Account management

CRM systems

MS Office

IT hardware knowledge

Stakeholder requirements

Education

Diploma or degree in related field

Tools

Reporting tools

CRM systems

MS Office

Job description

IntelliStaff in South Africa seeks an experienced Client Account Manager to oversee key accounts, retain clients and grow services. You will coordinate service delivery, manage hardware requirements, quotations and contracts, and ensure adherence to SLAs.

The role requires strong relationship-building, CRM stewardship, and ability to document stakeholder needs across information technology hardware. A relevant diploma or degree and valid driver’s license are preferred.