Account Manager

2 weeks ago

Cape Town, South Africa Graylink Full time

**Job Advert Summary**:
At graylink, helping our customers succeed is at the heart of what we do. We are looking for an Account Manager to join our Client Services team in Cape Town. Our digital talent solutions help employers automate manual processes to recruit, retain and reorganise talent quickly, efficiently, and for less.

**Minimum Requirements**:

- A formal tertiary qualification (Diploma or Degree)
- 3+ years software account management experience, specifically in managing business-to-business corporate accounts
- Portfolio of demonstrated account success metrics
- Experience in talent management and exposure to corporate HR business processes
- Contract management and negotiation experience
- Project and/or change management experience.
- Ability and experience to deal with executives, senior managers and decision-makers in a corporate or government environment.
- Advanced MS Excel skills, specifically in translating data into meaningful insights
- Excellent troubleshooting and problem solving skills, with ability to take ownership of challenges and work independently
- Holistic understanding of hardware, software and networking and how they work together as an information system
- Very good understanding of desktop computing, MS Windows and Office, internet browsers, cloud software, and networks
- Professional communication and writing skills
- An affinity for technology (you won't have to write the software, but it would help if you enjoy playing with new technology and gadgets)

**Duties and Responsibilities**:
You'll work with a portfolio of top corporate and large government organisations, and be responsible for managing all aspects of their accounts, ranging from assisting with product queries to driving success engagements, to securing contract renewals. Liaising directly with recruitment and talent teams, you will establish and deliver a proactive account plan which will drive improvement in the quality and efficiency of their recruitment processes and our technology solutions. You will also work with the customer to ensure they continuously track and optimise the use of our solutions and ensure they are trained and have the right capability to deliver the return on investment. By working closely with customer, you will continuously develop your market knowledge and customer understanding and be able to feed that understanding back into our product and customer service development. We take our customer service level agreements very seriously, and this role is part of the core team who pride themselves in delivering on this commitment.

The role responsibilities will include:

- Serve as the lead point of contact for your customer account management matters
- Use Intercom as your primary tool to drive customer engagement campaigns and measure feature uptake
- Provide functional support to end-users via Intercom and telephonically
- Meetings with each supported client at agreed intervals (on-site only when needed)
- Build and maintain strong, long-lasting customer relationships
- Negotiate contracts and costs, and ensure billing collections
- Manage acheivement of customer success initiatives by planning, tracking and accurately reporting on key account metrics
- Assist Customer Success Managers in delivering on objectives for key accounts when needed
- Identify cross and upsell opportunties
- Maintain CRM information
- End user training
- Internal UAT when needed
- Assist with maintenance of our product help/training site in Intercom, by keeping articles updated and identifying requirements for new articles based on support trends

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