Assurecloud Operations Key Account Managers

To manage and grow strategic client relationships by delivering tailored solutions, maintaining high levels of service, and identifying opportunities for business expansion. This role plays a key part in SafetySA’s mission by ensuring client satisfaction and supporting sustainable revenue growth through trusted partnerships.

Responsibilities:

Client Relationship Management

• Build, maintain, and strengthen long-term relationships with key clients.
• Serve as the primary point of contact for assigned key accounts.
• Develop a thorough understanding of clients' business objectives, operational requirements, and strategic priorities.
• Conduct regular client engagement meetings, business reviews, and relationship-building activities.
• Ensure a high level of customer satisfaction through proactive account management.
• Act as a trusted advisor by providing solutions that add value to the client’s business.

Strategic Account Management

• Develop and implement account plans aligned with client objectives and company growth strategies.
• Identify opportunities to expand existing accounts through cross-selling, upselling, and additional service offerings.
• Monitor client performance, market trends, and competitor activities to identify new opportunities.
• Collaborate with clients to develop mutually beneficial growth initiatives.
• Maintain a strategic view of account risks and implement mitigation plans where necessary.

Sales and Revenue Growth

• Achieve revenue growth, retention, and profitability targets within the assigned portfolio.
• Identify and pursue new business opportunities within existing accounts.
• Prepare proposals, quotations, and commercial solutions that address client needs.
• Support contract negotiations, renewals, and commercial discussions.
• Drive account expansion and maximize customer lifetime value.
• Contribute to the achievement of divisional and company sales objectives.

Stakeholder Management and Collaboration

• Liaise effectively between clients and internal departments to ensure successful service delivery.
• Collaborate with Operations, Sales, Finance, Customer Service, Training, and Technical teams.
• Communicate client expectations, priorities, and requirements to internal stakeholders.
• Facilitate resolution of operational issues impacting client delivery.
• Ensure alignment between customer expectations and service capabilities.

Problem Solving and Issue Resolution

• Act as the escalation point for complex client concerns and service issues.
• Investigate client complaints and coordinate timely resolution.
• Manage risk areas proactively to prevent service disruptions.
• Maintain customer confidence through transparent communication and solution-focused engagement.
• Ensure corrective actions are implemented and monitored to completion.

Reporting and Performance Management

• Maintain accurate records of client interactions, opportunities, contracts, and activities within the CRM system.
• Prepare and submit weekly, monthly, and quarterly account reports.
• Monitor and report on account performance metrics, revenue targets, customer retention, and satisfaction levels.
• Track forecasts, sales pipelines, contract renewals, and growth opportunities.
• Provide insights and recommendations to management regarding client trends and business opportunities.
• Contribute to strategic planning and business forecasting activities.

Customer Retention and Service Excellence

• Develop retention strategies to enhance customer loyalty and long-term partnerships.
• Monitor customer satisfaction and implement improvement initiatives.
• Conduct client feedback sessions and identify areas for service enhancement.
• Ensure service delivery consistently meets agreed service levels and expectations.
• Promote a customer-centric culture across all interactions.

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