Account Manager

SUMMARY:
Role Description:
Our client is seeking an Account Manager based in Cape Town to join the company’s Account Management team. The Account Managers role is to ensure the clients are receiving the best possible client experience from the company.  This includes regular contact to ensure their needs are being met and that they are being kept up to date with all new products and product updates.
 
The account manager should look for ways to upsell and cross-sell the company’s solutions while also looking for ways for customers to derive maximum benefit from their solutions. They will be required to work shifts aligned to the US workday from the company’s Pinelands, Cape Town office.
 
Key Responsibilities

• Schedule monthly/quarterly meeting with current clients as required
• Provide monthly reporting to clients through the Hub (the companies AM solution) and look for opportunities to upsell
• Work closely with Service Manager on day-to-day escalations/client management
• Ensure contracts are kept up to date and expiring contracts are renewed.
• Assist Accounts and Service Desk with monthly invoicing run for all clients
• Assist with monthly client invoice queries
• Ensure monthly reporting is correct and send to clients with summaries included.
• Identify cross selling and upselling opportunities with current client base to increase revenue
• Utilise the Client Hub for client management.
• Ensure SLA management across all accounts.
• Build strong relationships across client base and ensure client happiness.
• Standardisation and categorisation of the companies client base for better managing purposes
• Approve & Post all support calls logged for SA clients weekly.
• Work with pre-sales, where necessary, to ensure accurate information and proposals are presented to the client
• Handle inquiries and requests from customers/clients and address their needs
• Regular meetings with internal teams and customers/clients

• Confident, professional communicator able to represent the companies credibly with US-based clients.
• Comfortable operating in an MSP or similarly high-intensity, delivery-focused environment.
• Highly reliable, organised, and self-motivated with strong personal accountability.
• Strong customer focus with the ability to manage expectations and handle difficult conversations calmly.
• Excellent written and verbal communication skills suitable for an international client audience.
• Approachable team player who collaborates effectively across time zones and teams.
• Strong attention to detail with a structured and methodical approach to work.
• Calm and resilient under pressure when managing competing priorities and tight timelines.
• Solution-oriented mindset with a willingness to take ownership and drive outcomes.

• ITIL, Microsoft, cloud, or security-related certifications are advantageous.

• A minimum of 5 years’ experience in a technology-focused organisation is required.
• Prior experience in an MSP, professional services firm, or similarly high-pressure, fast-moving environment is strongly preferred.
• The successful candidate should be comfortable working with IT infrastructure, cloud services, SaaS platforms, and managed service delivery models.
• Experience working with US-based clients or distributed international teams is a strong advantage.

POSITION INFO:
Role Description:
Our client is seeking an Account Manager based in Cape Town to join the company’s Account Management team. The Account Managers role is to ensure the clients are receiving the best possible client experience from the company. This includes regular contact to ensure their needs are being met and that they are being kept up to date with all new products and product updates.

The account manager should look for ways to upsell and cross-sell the company’s solutions while also looking for ways for customers to derive maximum benefit from their solutions. They will be required to work shifts aligned to the US workday from the company’s Pinelands, Cape Town office.

Key Responsibilities

• Schedule monthly/quarterly meeting with current clients as required
• Provide monthly reporting to clients through the Hub (the companies AM solution) and look for opportunities to upsell
• Work closely with Service Manager on day-to-day escalations/client management
• Ensure contracts are kept up to date and expiring contracts are renewed.
• Assist Accounts and Service Desk with monthly invoicing run for all clients
• Assist with monthly client invoice queries
• Ensure monthly reporting is correct and send to clients with summaries included.
• Identify cross selling and upselling opportunities with current client base to increase revenue
• Utilise the Client Hub for client management.
• Ensure SLA management across all accounts.
• Build strong relationships across client base and ensure client happiness.
• Standardisation and categorisation of the companies client base for better managing purposes
• Approve & Post all support calls logged for SA clients weekly.
• Work with pre-sales, where necessary, to ensure accurate information and proposals are presented to the client
• Handle inquiries and requests from customers/clients and address their needs
• Regular meetings with internal teams and customers/clients

• Confident, professional communicator able to represent the companies credibly with US-based clients.
• Comfortable operating in an MSP or similarly high-intensity, delivery-focused environment.
• Highly reliable, organised, and self-motivated with strong personal accountability.
• Strong customer focus with the ability to manage expectations and handle difficult conversations calmly.
• Excellent written and verbal communication skills suitable for an international client audience.
• Approachable team player who collaborates effectively across time zones and teams.
• Strong attention to detail with a structured and methodical approach to work.
• Calm and resilient under pressure when managing competing priorities and tight timelines.
• Solution-oriented mindset with a willingness to take ownership and drive outcomes.

• ITIL, Microsoft, cloud, or security-related certifications are advantageous.

• A minimum of 5 years’ experience in a technology-focused organisation is required.
• Prior experience in an MSP, professional services firm, or similarly high-pressure, fast-moving environment is strongly preferred.
• The successful candidate should be comfortable working with IT infrastructure, cloud services, SaaS platforms, and managed service delivery models.
• Experience working with US-based clients or distributed international teams is a strong advantage.