Account Manager

5 months ago

Johannesburg, South Africa Solid Systems Full time

**About us**:
We help businesses around the globe to step into the future confidently by providing world-class IT services, in the most human way possible. We have a passion for technology and the way that it evolves, which is why we’re constantly improving the tools and methods we use.

We offer a wide range of services across South Africa and UK, which include:

- Fully Managed IT Service
- Cybersecurity Protection
- Microsoft 365 Productivity Solution
- Microsoft Azure Cloud Services

As the Account Manager, you need to ensure that our clients receive exceptional service.

You will be responsible for driving customer engagement by understanding customer needs, building strong client relationships and strategically collaborating with the Technical and Sales Teams to ensure that we deliver and exceed client expectations.

**Responsibilities**:

- Build, manage, and nurture relationships with clients, ensuring their needs are understood and met according to the Account Management Life Cycle.
- Ensure alignment between client services (billed vs supported) and address discrepancies promptly.
- Monitor and maintain client satisfaction using customer satisfaction surveys (Customer Thermometer).
- Track and report monthly Customer Thermometer results, highlighting successes, failures, and actions taken.
- Monitor client profitability and sales from existing clients, ensuring contracts are renewed promptly.
- Identify and generate opportunities to upsell and cross sell our service offerings by understanding the client environment and effectively communicating any leads to the Sales Team.
- Manage Technical Managed Services Contract Annual escalations, discussions, and meetings with clients.
- Mediate between clients and the technical team, overseeing client complaints and escalations.
- Manage client escalations, working closely with the dispatcher and IT professionals to resolve issues before escalating to Service Delivery Manager or other relevant parties.
- Assist with onboarding and offboarding clients as part of the project management process.
- Ensure agreed schedules for alignment and management of account information, including contacts, banners, and tooling.
- Handle administrative aspects of projects, including managing issues, scope creep, and project completion internally.
- Monitor monthly ticket performance and activity per client, ensuring timely and effective issue resolution.
- Track all account activity in the Professional Services Automation (PSA) system, maintaining an up-to-date record of client interactions and services.
- Liaise and collaborate with the Technical Team to implement relevant improvements in customer service, both verbal and written, onsite and remote.
- Assist with the preparation of Quarterly Business Reviews (QBRs) as needed.
- Review and approve month end invoices within 5 business days from the start of a new month.
- Mediate billing queries with clients and internal teams, ensuring prompt resolution.

**Requirements**:

- Matric.
- Business Management Qualification.
- Driver’s License and Own Car.
- At least 4 years’ experience in a similar role in a Managed Services IT Support environment.

**Benefits**:

- At Solid Systems, we’re all about strengthening our humans, and our clients, connections. Because life isn’t about the job you do. It’s about your achievements, the way you spend your time, and the legacy that you leave behind.
- Above average annual leave.
- Flexible work options, including remote/hybrid work environments and the potential for flextime wherever possible.
- Regular compensation reviews - we reward great work
- We encourage growth and learning to ensure personal & professional development through upskilling & certifications.
- On top of this, you’ll be working for a small dynamic company, where your work will have a real impact on our clients and the humans around you, and where there are tremendous opportunities for growth

**Job Information**:
Industry

**Technology**
***

Work Experience

**4 years +**
***

City

**Cape Town or Johannesburg**
***

State/Province

**Gauteng**
***

Country

**South Africa**
***

Zip/Postal Code

**2196

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