Account Manager; Engineering

Overview

The company employs 135 staff and is a medium sized fast growing company. This role requires a person with technical expertise in mechanical / electrical engineering with strong commercial acumen. The primary function of the Account Manager is to manage the relationship between the company & its clients. Ensuring that the commitments contained in our contracts are delivered upon for the duration of the contract and expectations on both sides are fulfilled.

The Account Manager will be the lead point of contact for all key client matters, anticipate the client’s needs, work to ensure deadlines for the client are met, and help the client succeed. They will need to work closely with various internal business departments to maintain and further develop the relationships with their accounts. They represent the entire range of the company solutions.

They lead the clients account planning cycle and ensure that the client’s needs and expectations are met.

• Manage the relationship between the company and its clients to ensure delivery of contractual commitments for the duration of each contract.
• Define an individual approach for each client to create strong and lasting relationships.
• Act as the lead point of contact for all key client matters and anticipate client needs.
• Ensure deadlines for the client are met and help the client succeed.
• Collaborate with internal departments to maintain and develop client relationships.
• Represent the full range of company solutions and lead the client account planning cycle to meet needs and expectations.

• Relationship development with clients and key stakeholders
• Conduct key stakeholder meetings
• Resolve client requests, issues and complaints
• Develop a complete understanding of key account needs and propose solutions
• Manage communications between key clients and internal teams
• Gather, report and communicate feedback on service, technology and project delivery
• Strategic planning, contract negotiation, and managing internal budgets
• Collaborate with the sales team to maximise profit via up-selling or cross-selling
• Measure, track and analyse key account metrics
• Plan and present reports on account progress, goals, and quarterly initiatives
• Analyse client data, expand relationships and bring in new clients; collaborate with Finance
• Collaborate with Operations and Engineering on breakdowns, maintenance and upkeep of equipment, response times, and review of new installations
• Maintain a complete CRM with relevant data to enable quarterly business reviews with each client (in person)
• Prepare quarterly internal account plan presentations and monthly client touch points (preferably face to face)
• Achieve contract renewals and high revenue retention; minimize or eliminate credit notes
• Deliver monthly savings reports on time and respond to Account Manager related exception reports (within 72 hours) including system uptime, breakdown response times, late payments, and payment term compliance
• Sign up 4 MW of new business per annum at existing clients and conduct NPS surveys twice a year; target NPS > 80%

• Graduate degree or diploma in a relevant field with related working experience
• High proficiency in English and at least one other of South Africa’s official languages
• Minimum 5 years of client management experience with the ability to quickly learn and develop
• Proven track record in delivering satisfied customer relationships and substantial CRM expertise
• Proven problem-solving and decision-making skills
• Demonstrated sales experience with ability to drive sales and meet/exceed targets