Job Description
Job Title:
Account Manager
Job Purpose:
Our client is seeking a driven and customer-focused individual to market and sell all company products and services, with a strong emphasis on acquiring new clients, as well as cross-selling and upselling to existing clients to achieve agreed sales and service targets.
The successful candidate will be responsible for maintaining strong client relationships through effective and consistent service delivery, while supporting daily operational tasks aimed at retaining and growing assigned client portfolios.
In addition, this role requires the proactive resolution of escalated client queries within a reasonable timeframe, as well as the identification and generation of new leads for the relevant Sector Heads.
To be successful in this role, the individual must be able to perform all essential duties effectively and consistently.
Key Responsibilities
- Provide fit-for-purpose solutions by developing a strong understanding of client needs in relation to the company’s services.
- Build and maintain strong client relationships through regular engagement.
- Act as the primary point of contact for clients, including:
- Negotiating pricing within the approved Authority Framework
- Delivering customised solutions
- Resolving client issues and queries
- Stay informed on market trends and competitor activity, and provide feedback to the Sales Manager / Sector Head.
- Maintain an accurate and up-to-date database of all clients within the assigned portfolio.
- Ensure compliance with relevant legislative requirements related to document and records management.
- Oversee the effective classification and management of client information to enable accurate and efficient retrieval.
- Manage client documentation in line with retention strategies, including notifying clients of upcoming or past due dates.
- Compile and report on overdue records (e.g. boxes past due) on a quarterly basis.
- Develop and implement Account Plans in collaboration with the Sales Manager / Sector Head to drive growth and retention within the portfolio.
- Submit weekly sales and service performance reports to the Sales & Service Manager / Sector Head.
- Ensure service delivery meets client expectations, while identifying cross-selling and upselling opportunities across relevant sectors.
- Resolve all escalated queries within a reasonable timeframe, escalating service delivery concerns where necessary and ensuring resolution.
- Maintain high levels of client satisfaction through consistent portfolio management.
- Ensure the accuracy and integrity of all client portfolio data.
- Assist in the preparation and presentation of business proposals for both existing and prospective clients.
- Collaborate closely with the Sector Head to capitalise on new business opportunities.
- Manage, resolve, and report on client issues, concerns, and complaints within the assigned portfolio.
Qualification / Skills:
- A 3-year Degree, Diploma, or Higher Diploma in Sales, Marketing, or Retail Management
- At least 3 years’ experience in a sales or business development role, preferably within Information Services, Warehousing, Logistics, or a similar environment
- Proven experience in business-to-business (B2B) sales
- A strong track record in delivering high-level sales presentations
- Demonstrated success in meeting and exceeding monthly, quarterly, and annual sales targets
- Excellent communication and interpersonal skills
- Strong sales drive with a results-oriented mindset
- Solid business acumen, with the ability to engage at senior and executive levels
- Strong organisational and time management skills
- High level of computer literacy
- Experience in tender document preparation
- Willingness to travel between client sites
- Valid driver’s licence and own reliable vehicle.
Advantageous
- Postgraduate qualification in Business Administration
- Experience in account management within document management, archival services, or a related industry
- Experience in SaaS environments
- Knowledge of business process outsourcing (BPO)