Account Manager (Engineering) - Midrand
Job Description The company employs 135 staff and is a medium sized fast growing company. This role requires a person with technical expertise in mechanical / electrical engineering with strong commercial acumen. The primary function of the Account Manager is to manage the relationship between the company & its clients. Ensuring that the commitments contained in our contracts are delivered upon for the duration of the contract and expectations on both sides are fulfilled. In order to achieve this, the Account Manager is tasked with defining an individual approach for each of their clients enabling them to create strong and lasting relationships. The Account Manager will be the lead point of contact for all key client matters, anticipate the client’s needs, working to ensure deadlines for the client are met, and help the client succeed. They will need to work closely with various internal business departments to maintain and further develop the relationships with their accounts. They represent the entire range of the company solutions. They lead the clients account planning cycle and ensure that the client’s needs and expectations are met. KEY PERFORMANCE AREAS (including, but not limited to) ? relationship development between clients and us, especially with key customer stakeholders and sponsors ? key stakeholder meetings ? resolving key client requests, issues and complaints ? developing a complete understanding of key account needs and suggesting solutions ? managing communications between key clients and internal teams ? gather, report and communicate customers' feedback on service, technology and project delivery ? strategic planning ? contract negotiation ? establishing and overseeing internal budgets ? collaborating with the sales team to maximise profit by up-selling or cross-selling ? measure, track and analyse key account metrics ? planning and presenting reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training ? analysing client data ? expanding relationships and bringing in new clients ? collaborate with the Finance team ? collaborate with Operations and Engineering with regards: o all breakdowns o the maintenance and upkeep of all equipment on site o response times o proposals for new installations being reviewed and actioned as promptly as possible ? ensure CRM system complete with all relevant data to provide our ability to build strategies for clients quarterly business review with each client (in person) ? quarterly account plan internal presentation ? monthly touch point with each client (preferably face to face) ? greater than 80% contract extensions at greater than 80% revenue retention ? zero credit notes passed ? deliver savings reports monthly on time ? respond to Account Manager related exception reports within 72 hours, including: ? system uptime ? breakdown response times ? late payments ? compliance with payment terms ? sign up 4MW of new business per annum at existing clients ? NPS (Net Promoter Score) surveys to be conducted twice a year NPS scores of greater than 80% REQUIREMENTS: Graduate degree / diploma in relevant field plus related working experience • high proficiency in English language and at least one other of South Africa’s 11 official languages A minimum 5 years client management experience in addition to showing aptitude to quickly learn and develop • proven track record in delivering satisfied customer relationships • substantial expertise in CRM. • proven problem solving and decision-making skills. • demonstrated a great deal of sales experience, possessing an ability to drive sales and having met and even exceeded business targets.
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