Account Manager

13 hours ago

Cape Town, Western Cape, South Africa Ello Technology Full time
Job Title: Account Manager

Ello Technology is seeking a highly skilled Account Manager to join our team. As a key member of our customer success team, you will be responsible for building and maintaining strong relationships with our clients, ensuring their needs are met, and driving business growth.

Key Responsibilities:
  • Client Relationship Management: Develop and maintain strong relationships with key stakeholders in assigned accounts.
  • Customer Satisfaction: Ensure high levels of customer satisfaction by providing timely and effective support.
  • Issue Resolution: Serve as the main point of contact for resolving client issues, coordinating with technical teams to ensure prompt resolution.
  • Account Growth: Identify upselling and cross-selling opportunities by aligning client needs with Ello Technology's services.
  • Customer Advocacy: Act as an advocate for the client within Ello Technology, ensuring their feedback is heard and actioned.
  • Proactive Communication: Anticipate client needs and provide proactive recommendations to enhance their experience with our services.
  • Internal Collaboration: Work closely with Sales, Technical Support, and Customer Success teams to deliver seamless service to clients.
  • Retention and Renewal: Focus on retaining clients by ensuring they receive value from our services, driving contract renewals.
  • Reporting: Provide regular updates and reports to management on account performance, customer satisfaction, and potential risks.
Requirements:
  • Skills and Competencies:
    • Customer-Centric: Passionate about providing exceptional customer experiences.
    • Strategic Thinking: Ability to understand clients' long-term goals and offer solutions that align with their business objectives.
    • Communication: Excellent verbal and written communication skills, with the ability to simplify technical information for non-technical audiences.
    • Proactive Problem-Solving: Able to anticipate potential issues and address them before they escalate.
    • Resilience: Adaptable and able to handle challenges in a fast-paced, dynamic environment.
    • Collaboration: Strong team player, able to work across departments to ensure the delivery of top-notch service.
    • Attention to Detail: Ability to manage multiple accounts and track details to ensure no client needs are overlooked.
Benefits:

Ello Technology offers a competitive market-related salary with an annual bonus structure. The bonus structure is based on performance metrics, with three bonus payments per year. The criteria for each bonus level are clearly defined, ensuring transparency and motivation for employees to enhance their productivity and align their goals with the company's objectives.

Additionally, Ello Technology offers a company-wide customer retention bonus, with a clear objective and requirements. This bonus structure is designed to foster a culture of continuous improvement and recognition of high performance.

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