A fast-growing dynamic cloud solutions provider seeks an ambitious, customer-centric and target-driven Account Manager to join its rapidly expanding Cape Town office. Your core role will be to identify new business opportunities and ensure exemplary standards of customer service is maintained. You will require a relevant tertiary qualification, experience in a similar role, be skilled in using CRM, ServiceNow, SharePoint, Office 365 email, MS Office Suite and Service Control Portals for key products such as Attix 5, VoIP, etc.
Customer Champion –
Take ownership of direct and partner existing customers (initially direct customers only).
Be our customers’ voice – educate us about what our customers want and need.
Develop customer accounts by encouraging the adoption of new cloud services to drive customer’s own business success, passing all new opportunities to sales for closure.
Be the customers champion to own and drive the resolution of all customer issues and complaints, escalating as required.
Engage with all customers who have raised cancellation requests with the objective to prevent churn.
Take ownership for account changes e.g. contract reviews or payment changes as per agreed transaction limits.
Manage and transact upgrades/downgrades for existing customer services.
Manage all proactive customer communications of a non-support nature e.g. upgrades, price changes, offers etc.
Drive the uptake and usage of PROVIDETM for all customers.
Feed ideas into Marketing regarding topics that our customers are interested in.
Be intrinsic to the development of the customer journey / experience development.
Work closely with all areas of the business to ensure that the customer experience is easy.
Work closely with all departments to ensure customer issues are resolved in a timely manner and a positive customer experience is maintained.
Willingly support other members of the team when required.
Personal Performance & Development –
Monitor and understand own performance against KPI’s and vision summary.
Prioritise workload and manage working time effectively.
Take personal ownership for maintenance and development of role-based skills and expertise.
Take ownership for and progress personal development plan.
Relevant tertiary qualification.
Previous experience in a similar role.
In-house CRM, ServiceNow and SharePoint.
Office365 email and productivity tools such as Word, Excel, PowerPoint etc.
Service Control Portals for key products (e.g. Attix 5, VoIP etc.).
Smart – Ability to thrive in a complex, high growth and fast-changing environment.
Hardworking – Exudes grit and resourcefulness, deploying multiple strategies to overwhelm the problem with resources; often snatching success from the jaws of defeat.
Planful – Organised and efficient in everything; having a clear sense of purpose and direction; naturally sets and works towards ambitious goals.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Please e-mail a word copy of your CV to firstname.lastname@example.org and mention the reference numbers of the jobs.