Job Description

We are seeking an Account Manager, based in Johannesburg with the ability to optimally engage with our array of service providers, partners, staff, and customers. The ideal candidate will be a client-centric changemaker.

In this essential role, you will ensure that Service Level Agreements (SLAs) are upheld. You should possess the skill to effectively channel feedback between the organisation and its stakeholders in a diplomatic manner. You will also assess and resolve any SLA issues and provide suggestions on practical solutions to address these concerns.

This role requires regular engagement with internal and external stakeholders; therefore, some domestic travel is expected. If you pride yourself on being an excellent communicator and multi-tasker and able to swiftly implement change when necessary—we would like to hear from you.

Key Responsibilities:

Relationship Management:

• Develop and maintain strong relationships with our third-party breakdown and security service partners to ensure deliverables and agreed-upon SLAs are met.
• Review and improve current protocols to enhance the client experience of our products and services.
• Facilitate seamless communication between stakeholders regarding day-to-day operational processes, including training, setup, and implementation of processes.

Customer Support:

• Act as the primary point of contact for escalated customer and product inquiries, ensuring timely and effective responses that enhance client satisfaction.
• Thoroughly analyse feedback from post-claim reviews and proactively address client concerns with the relevant service providers to drive continuous improvement.
• Manage concerns with professionalism and diplomacy, facilitating prompt and effective resolutions to queries and reinforcing strong client relationships.

Insights:

• Stay Ahead of the Curve: Keep abreast of industry trends, competitor activities, and regulatory changes to ensure our strategies remain relevant and competitive.
• Leverage Insights for Improvement: Use market research and data analytics to refine and enhance our service offerings, ensuring we consistently meet and exceed client expectations.

Reporting and Documentation:

• Ensure Comprehensive Documentation: Maintain precise and detailed records of client interactions, service agreements, and performance metrics to support informed decision-making.
• Deliver Insightful Reporting: Prepare and present comprehensive reports on account performance, along with strategic recommendations, to the management team, driving informed business strategies and initiatives.

Requirements:

• A relevant qualification in Business Administration or a related field.
• At least 3 years account management experience, preferably within the breakdown and security service industry.
• Prior experience managing app-based solutions is advantageous.
• Strong understanding of security solutions, risk management, and client service principles and protocols.

Skills and Competencies Required:

• Meticulous with a Strong Sense of Self-Discipline: Exceptional organizational skills and self-discipline will be key to managing priorities effectively.
• Excellent Interpersonal Skills: The ability to build rapport and trust with partners is essential; you must excel in fostering relationships and engaging effectively with them.
• Great Problem-Solving and Critical Thinking Skills: Strong analytical abilities will empower you to navigate challenges and develop solutions.
• Excellent Time Management Skills: Outstanding time management will ensure all deadlines are met.
• Adaptability: You must be able to adapt quickly to changes and work independently as well as collaboratively in a service environment. Your adaptability will shine as you navigate a dynamic environment, thriving both independently and as part of a team.
• Willingness to Travel: Must be willing to travel and be on standby or work irregular hours if necessary; a willingness to travel and work flexible hours will be essential.
• Ability to Liaise at All Levels: You will engage with stakeholders at all levels, facilitating clear communication.
• Ability to Receive and Convey Constructive Feedback Diplomatically: Your diplomatic approach to feedback will foster a culture of growth.
• Proficiency in CRM Software and Microsoft Office Suite: You will be proficient in CRM software and Microsoft Office, enabling efficient management of client relationships.
• Commercial Acumen: Your commercial insight will guide decision-making, driving enhancements in product and service delivery.

Why Join Us?

If you thrive in a high-energy environment and enjoy engaging with clients while working with market-leading products, this role is tailored for you. We offer a hybrid working model that provides the flexibility you need, along with a collaborative team culture focused on success and growth. Join us and be part of a dynamic organisation where your contributions are valued, and your career can take off!