Account Manager

2 weeks ago

Cape Town, Western Cape, South Africa Graylink Full time

Job Advert Summary:

Join graylink and be a crucial part of our mission to support and elevate our clients. We are on the lookout for an enthusiastic Account Manager to become a member of our dedicated Client Services team located in Cape Town.

Our innovative digital solutions streamline the recruitment, retention, and talent management processes for employers in a quick, efficient, and cost-effective manner.


Minimum Requirements:

  • Hold a formal tertiary qualification (Diploma or Degree)
  • Possess over 3 years of experience in software account management, particularly in handling business-to-business corporate accounts
  • Showcase a track record of successful account management
  • Have a background in talent management and exposure to corporate HR procedures
  • Demonstrate experience in contract management and negotiation
  • Show skills in project and/or change management
  • Exhibit the ability to engage with executives, senior managers, and decision-makers in professional settings
  • Excel in advanced MS Excel usage, particularly in interpreting data effectively
  • Demonstrate exceptional troubleshooting and problemsolving skills, with the capacity to take charge of challenges and work autonomously
  • Possess a holistic understanding of hardware, software, and networking, and their collective functions in an information system
  • Demonstrate proficiency in desktop computing, MS Windows and Office, internet browsers, cloud software, and networks
  • Display professional communication and writing skills
  • Have an interest in technology (familiarity with software is a plus)

Duties and Responsibilities:

As part of our team, you will be handling a diverse portfolio of top corporate and government clients. Your role will involve overseeing all aspects of their accounts, from addressing product inquiries to driving successful interactions and securing contract renewals.

You will collaborate directly with recruitment and talent teams to establish and execute a proactive account strategy aimed at enhancing the efficiency and quality of their recruitment processes through our technology solutions.

Additionally, you will work with clients to ensure they effectively utilize our solutions, receive proper training, and have the necessary skills to achieve a return on investment.

Through close engagement with clients, you will continuously expand your market knowledge and customer insight, contributing valuable feedback to our product and service enhancement processes.

We prioritize our customer service commitments, and this position is central to our team's dedication to fulfilling these obligations.


Key Responsibilities:

  • Act as the primary contact for all customer account-related matters
  • Utilize Intercom for customer engagement initiatives and monitoring feature adoption
  • Offer functional support to end users via Intercom and phone
  • Conduct scheduled meetings with clients (onsite visits as required)
  • Cultivate enduring customer relationships
  • Negotiate contracts, manage costs, and oversee billing
  • Monitor and report on key account metrics to drive customer success initiatives
  • Support Customer Success Managers in meeting key account objectives when necessary
  • Identify opportunities for upselling and cross-selling
  • Maintain CRM data accurately
  • Provide end user training
  • Assist in internal UAT procedures as needed
  • Contribute to the upkeep of our product help/training site in Intercom by updating articles and identifying new content requirements based on support trends

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