SUMMARY:

Key Objectives

• Ensure long-term client satisfaction and retention
• Maintain strong relationship management and service coordination
• Ensure accurate admin and documentation in support of service delivery
• Identify and refer opportunities for value-based client growth

POSITION INFO:
FORMAL LEARNING REQUIREMENTS

• Matric and Diploma or Degree in Business, Communications, or Marketing

EXPERIENCE REQUIREMENTS

• 2–4 years in a client-facing or account management role
• Experience in IT or technology sector (preferred)
• Valid drivers license with own reliable vehicle

KNOWLEDGE AND SKILLS REQUIREMENTS

• Essential Knowledge
• CRM, admin, and ticketing systems
• IT services environment (advantageous)
• Written and verbal communication
• Admin discipline
• Time management
• Conflict resolution

COMPETENCY REQUIREMENTS

• Results-driven
• Self-managed
• Detail-oriented
• Initiative
• Ownership mindset
• Interpersonal communication
• Recognising growth opportunities
• Structured follow-up
• Problem solving
• Prioritisation

KPA'S
Objectives:
To maintain strong relationships and ensure long-term satisfaction
Roles and Responsibilities:

• Serve as the main point of contact for assigned clients
• Conduct monthly review calls or check-ins
• Proactively manage client communications and expectations
• Follow up after implementations for feedback and continuous improvement
• Prevent service issues from escalating to senior management

To ensure internal teams are aligned in delivering consistent service
Roles and Responsibilities:

• Track open tickets and follow up to resolution
• Liaise with service desk, technicians and project teams
• Delivery teams receive the context and coordination needed to perform efficiently
• Monitor recurring issues and collaborate on resolution plans
• Maintain SLA visibility and ensure deadlines are met
• Assist with license, renewal, and hardware/software coordination

Administration and growth responsibilities:

• To ensure clean, accurate admin
• To Identify opportunities to improve service, reduce risk, or expand value through existing offerings
• Keep CRM and client documentation updated (contacts, systems, SLAs, billing)
• Ensure contracts, billing, and documentation are accurate and up to date
• Identify upsell/cross-sell needs and refer to the Sales team
• Prepare monthly reports and notes as part of client engagement

 

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