Account Manager

2 weeks ago

Cape Town, South Africa Crayon Full time

**How you'll role**

As the Account Manager/Programme Lead, you will oversee and manage the operations of a cohort of existing schools. This includes driving usage and ensuring targets are met, rollover facilitation, facilitator management, timetable support, implementation management, quality control, funding commitment negotiations and district relationships.

**What you'll do**

Programme implementation and school relations management
- Analyse weekly usage in order to drive usage and ensure targets are met
- Do a weekly review of implementation pillars identifies where the problems are and where support is needed
- Work with helpdesk staff and other delivery teams to solve tickets
- Conduct site visits where necessary and solve problems
- Work with principals and delivery teams to optimise implementation
- Use negotiations skills to relay funding requirements to Principals in line with the school support guidelines
- Ensure payments are followed up and status reported on
- Report immediately and visit the school to gather information when security is breached at a school
- Work with the principal to reach a speedy resolution of any repairs, upgrades or replacements
- Be responsible for status reporting via weekly, monthly or termly reports where necessary
- Prepare for the rollover meetings on an annual basis and conduct meetings with each school to facilitate the best implementation

Facilitator management
- Ensure onboarding and offboarding are actioned timeously
- Communicate and follow up on onboarding requirements with principals
- Ensure induction training and adhoc training are scheduled
- Ensure induction resources and Adhoc resources are provided
- Lead weekly team meetings and coach, mentor and motivate facilitators
- Plan and implement facilitator motivational strategies
- Remediation issues in a prompt, professional and effective manner
- Review termly KPIs
- Identify issues and if necessary, follow progressive discipline or performance improvement plans processes
- Manage the leave for facilitators

District relations
- Build a network and keep contact information updated
- Manage the district relationship
- Provide weekly and monthly and/or termly reports
- Call on district officials for support where needed

Quality control
- Monitor internal dashboards to ensure quality implementation and follow up on all outstanding tickets
- If necessary due to poor performance, conduct lab visits and meetings to ensure implementation pillars are in tack
- Conduct termly relationship visits to schools that are performing well

Department
- Foster continuous feedback loops between the school principal, facilitators, helpdesk, operations, finance, HR and IT
- Prepare data and commentary as requested
- Attend training sessions across divisions to continuously improve organisational knowledge and the school relations department
- Participate in department-driven or organisational-driven projects

There are skills needed by the organisation that may be identified above and beyond what the role requires and these may be assigned to you as part of your role.

Key performance indicators
- The Head of Implementation will conduct a monthly KPI session in which the following metrics will be assessed:

- Annualised Time for Literacy - target aligned with the weekly active time dosage targets
- Annualised Time for Numeracy - target aligned with the weekly active time dosage targets
- Quality of Implementation

**What you'll need**
- A minimum tertiary education (diploma or degree)
- At least 5-8 years of experience with relationship and team management
- To be proficient in G Suite
- Experience with working with data capturing
- Experience in the public education sector will be advantageous
- Strong planning skills and diary management
- Excellent communication skills both verbal and written

Personal attributes
- An individual who is able to build solid relationships and communicate effectively with various stakeholders
- Has a desire to learn and continuously improve on his/her organisational knowledge and skills
- Is organised with the ability to multitask in a high-pressure work environment
- An individual that takes the initiative to solve problems with speed and efficiency
- A team player who is approachable
- Has great attention to detail
- Is positive and patient
- Strong affinity and attention to the process
- Enthusiastic about E-learning
- Valid driver's licence and own transport - willingness to travel to rural areas and townships

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