Key Account Manager
2 weeks ago
Main Purpose of Role
This position is responsible for the following key functions either directly or indirectly:
Strategic relationship development and account planning
Client solutioning
Client retention
Service management
Organic revenue growth through cross and upsell.
The role is centered around the provisioning of technological solutions to medium and large corporate enterprises with specific emphasis on electronic payments, collections, eCommerce, data exchange and verification solutions needed to drive a clients cashflow and cashflow management processes.
The "Account Executive" is the person responsible for managing the strategic relationship between TCTS and our clients for all services being provided by TCTS and ensuring the following.
Working individually or with broader support teams within TCTS, the TC group or with strategic business partners in identifying, scoping and addressing client needs and requirements.
Preparing professional client documentation
Business / pricing proposals & correspondence
Solutions scoping documentation (with support from relevant technical areas)
Relevant on-boarding and related legal / governance documentation
Slide decks for presentations where necessary (with support from TCTS marketing)
Conducting annual pricing reviews and negotiations.
Managing account profitability and retention.
Through regular formalized client service reviews oversee the effective delivery of client service expectations through personal intervention and effective engagement with client and TCTS stakeholder groups in achieving alignment.
Place emphasis on account optimization and increasing share of wallet through proactive engagement, innovation, positioning of the entire TCTS solutions eco-system to support solutions based cross and upsell optimization.
Develop strong relationships at both C-suite as well as user level based on formalized account strategies covering the various stakeholder needs.
Required Minimum Education / Training
Any of the following: (The more the better)
Business / Financial / Technology degree or Diploma
Formally trained with practical experience / certification in Key Account Management program.
Good knowledge of the South African National Payments, banking & clearing system.
Required Minimum Work Experience
5 Years+ experience
Experience & track record in B2B Strategic Account Management – Medium/Large Corporate clients.
Deep understanding of the South African Payment Industry and inter-bank clearing system.
Deep understanding of Transactional Banking and eCommerce services.
Deep understanding of business clients' payments, receipting and reconciliation processes.
Experience & track record in selling and supporting B2B transactional technology and solutions
Key Performance Areas
Retention & Growth
Effectively manage a portfolio of "Key Accounts" to drive service delivery and organic growth through cross and upsell initiatives supported by strategic account plans.
Grow the client portfolio in line with quarterly and annual revenue targets.
Through the process of regular service reviews and account plans, ensure the proactive retention of clients within the allocated portfolio.
Analyze monthly statistical reports to identify volume or revenue variances as lead indicators to potential revenue or retention risk requiring proactive investigation and action.
Service Management
Always meet deadlines and producing good quality output.
Maintain client documentation and information in line with TCTS's processes, procedures and audit standards.
Maintain and keep information up to date on relevant TCTS business systems and databases to ensure effective reporting, revenue forecasting and accuracy of management information e.g. CRM & pipeline management etc.
Develop strong value-added relationships with key clients which may be validated via independent client satisfaction surveys when conducted from time to time.
Work with internal departments in ensure effective communication and coordination of outputs necessary to exceed client expectations where these have been made know through escalation, service reviews, relationship meetings or missed SLAs.
Provide monthly management reporting where service risks or successes have been identified and require management intervention for correction or recognition within teams.
Assume ultimate accountability for ensuring client service satisfaction levels from TCTS.
Project manage client take-on process with the assistance of a dedicated implementation specialists.
Culture
Align with TCTS's high performance culture and values which are verified and validated via 360 degree peer and management reviews on a regular basis.
Highly engaged with peers, clients and proactive in learning and delivering value to clients and TCTS as a business.
Service centric and evaluated on ability to always deliver exceptional customer service internally and externally.
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