Account Manager

SUMMARY:
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POSITION INFO:
At Ditto, we build software that helps recruitment agencies run their businesses. Our clients spend their days juggling candidates, clients, interviews and the occasional “I’ve decided to stay where I am” five minutes before a placement. We help them keep things moving. And we’re looking for an Account Manager who makes sure they’re getting the most out of Ditto. Someone who picks up the phone, remembers what was discussed and does what they said they would. The role You’ll own an established portfolio of recruitment agency clients, working alongside top management and our support, training and technical teams. You’ll get to know their businesses, understand how they use Ditto and spot where they need a hand. Sometimes that means coordinating training. Sometimes it means getting an issue in front of the right person. Sometimes it means having a frank conversation with an unhappy client. You’ll also coordinate onboarding for new clients and spot opportunities for upgrades or additional products. You’ll qualify those opportunities and bring in top management to close them. What you’ll get stuck into Build proper relationships. Get to know your clients and keep in touch with a purpose. “Just checking in” is a starting point, not the entire account strategy. Help clients get more out of Ditto. Look at usage, ask questions and coordinate guidance or training where it will make a difference. Spot trouble early. A quiet client isn’t always a happy client. Notice the warning signs, have the conversation and follow through. Get new clients off to a good start. Run welcome calls, agree go-live plans and coordinate migration, setup and training. Stay involved until they’re actively using Ditto. Keep people in the loop. When something goes wrong, work with support and technical teams and keep the client updated. Nobody enjoys chasing an update. Handle renewals. Lead renewal and pricing conversations using approved pricing, bringing exceptions to top management. Find opportunities to grow accounts. Recognise when another Ditto product or an upgrade would genuinely help, qualify the opportunity and hand it over for closing. Keep your house in order. Maintain useful CRM notes, clear next steps and a weekly account report. Your memory may be excellent. We’d still like the notes. You’ll have access to usage data, subscription information, support history and account records to help you decide where your attention is needed most. You’ll fit in well if… You have around 3–5 years of B2B account management or customer success experience and can manage a portfolio independently. You build relationships easily and can also hold your own in a difficult conversation. You follow through without needing three reminders and a calendar invite. You’re organised enough to manage a large portfolio without treating every account exactly the same. You’re comfortable learning software, investigating workflows, reproducing issues and explaining integrations in plain English. Your spoken and written English is excellent. Afrikaans is a bonus. You’re happy to travel within South Africa approximately once per quarter. SaaS or software experience would be useful. Recruitment industry experience gets you bonus points too. What success looks like Clients know who to call, hear from you regularly and get value from Ditto. New clients get a well-coordinated start. Accounts that need attention are spotted early. Commitments are followed through, and the team has a clear view of client risks, progress and opportunities. Client retention and revenue retained are the main measures, supported by product adoption, meaningful contact, onboarding progress and qualified growth opportunities. What you can expect A Cape Town hybrid working arrangement. The opportunity to work alongside top management and help shape how we look after our clients. Support, training and technical teams to work with. An established client portfolio and the data you need to manage it properly. Keen? Send us your CV and a short introduction. Tell us about a client relationship you turned around or how you helped someone get more value from a product. We’d like to hear what you actually did. “Excellent interpersonal skills” can only tell us so much.