Commercial Manager

We Are Setting The Pace Clickatell is a world‑class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need champions who understand the bigger picture, believe in making a difference and are able to connect the dots to achieve success. In our agile and demanding environment, you will be required to collaborate, ask the right questions, and take smart risks. Purpose Clickatell is looking for a strategic and relationship‑focused Commercial Manager who will focus their efforts on growing and retaining existing customer accounts. The ideal candidate will excel at nurturing relationships, understanding client needs, and expanding existing accounts through upselling and cross‑selling. Responsibilities of the Role Develop and maintain strong, trust‑based relationships with existing customers, acting as a strategic consultant and point of contact. Drive value to our customers by identifying problems, offering creative solutions, and leveraging partnerships to move both organisations toward their strategic goals. Develop in‑depth customer portfolios by conducting research on the client company to build out a comprehensive profile. Drive contract renewals and proactively manage account health to ensure high retention rates and minimise churn. Success will be measured by Net Revenue Retention (NRR). Partner closely with the Service Delivery and Customer Success teams to ensure seamless onboarding, product adoption, and ongoing satisfaction, reflected in Customer Satisfaction (CSAT) scores and Net Promoter Score (NPS) outcomes. Forecast customers’ revenue on a monthly basis against the expected annual budget, enabling accurate financial awareness of client performance. Forecasting accuracy will be set at 95‑105%. Identify and execute opportunities to expand account value through upselling and cross‑selling relevant products and services that meet evolving customer needs. Requirements of the Role Proven experience creating and executing tailored account plans that align with customer objectives and business strategy. Proven experience working cross‑functionally as part of a solution team. Relevant degree or 8 years of relevant job experience with similar essential duties. Proven business acumen with experience in Senior Manager stakeholder engagement. Track record of consistently exceeding revenue goals. Industry knowledge and shared business challenges, along with analytic solutions expertise. Experience and knowledge of messaging and/or payment products and industry. Extensive network of decision makers in the industry. Patient, consultative, and empathetic, genuinely interested in clients, their business, and how you can help them succeed. Collaborative style with experience engaging a diverse group of internal stakeholders to articulate a compelling client value proposition. Proficiency in CRM systems and account planning tools. Excellent written and verbal communication skills, professional presentation ability. Excellent process/organisation skills, strong creative orientation, and ability to craft innovative solutions. Strong interpersonal skills with the ability to work with multi‑dimensional teams. Strong business/commercial acumen or instinct with technical capacity. Problem‑solving skills, logical thinking, and analytical abilities. Ability to understand and deliver forecasting principles. A Bit About You Cultivating Talent: Actively drives development of skills and strengths within the team, recognizes achievements, coaches on procedures, technical issues, and priorities, and fosters a positive team environment with open communication and clear goals. Managing Resources: Decides impactfully to optimise resources, accurately estimating, forecasting, projecting, and monitoring relevant resource levels. Expert Exchanges: Seeks and communicates insights, acts as an access point for information throughout the organisation, and presents reports on performance and capacity. Risk Mitigation: Resolves complex problems, drives decision‑making processes, managing risk, ensuring compliance, and addressing quality concerns. Foster Teamwork: Builds relationships, engages across teams to elevate performance, facilitates brainstorming, encourages an inclusive culture. Emotions and Performance: Manages the link between emotions and performance, fostering a safe environment to take smart risks and build relationships. Drive Execution: Develops tactical plans that support strategy, plans detail of projects, activities, and resources to deliver goals. Coordinating Activity: Manages processes conceptually and technically, monitors work, and adapts to ensure expectations are met. Navigating Change: Delivers change, aligns teams, and navigates through processes, staying on track with optimism and focus. Driving Performance: Reviews dashboards, systems, KPIs, procedures, and processes, driving incremental improvements and ensuring effective processes aligned to best practice. Why You Should Join Clickatell is unequivocally committed to Diversity, Inclusion and Belonging, creating a workplace where everyone feels they belong. Perks of the Role Medical Aid contribution Pension fund contribution Quarterly performance incentive bonus Risk benefit company contributions Reimbursable communications allowance (internet and mobile phone bills) Half‑day off on your birthday 5 personal days leave per year, in addition to annual leave Remote working and access to office hubs as required Home office set‑up with laptop, monitor and related items Clickatell is a diverse and inclusive workplace. All qualified applicants are encouraged to apply. #J-18808-Ljbffr