Manager Pre-sales and Account Specialist

Job Title- Manager Pre-Sales and Account Specialist- Location- Selby - Johannesburg, GP 2001 ZA (Primary)- Occupational Level- Professional- Job Category- Business Operations- Job Type- Permanent- DescriptionBankservAfrica form part of the South African National Payments System and are a trusted partner of the financial industry, including banking institutions, and therefore require that employees adhere to unwavering standards of honesty and transparency in performing their duties.

PURPOSE

As Manager Pre-Sales and Account Specialist you are required to support and deliver to the BankservAfrica Customer Account management teams. This entails various levels of interaction across pre-sales, proposals, customer onboarding, account and marketing activities. This role would not only manage the Customer Account Support (CAS) team but also drive ongoing development and interaction of processes and methodologies to support the Customer Account Management (CAM) teams. The CAS team plays an integral role between the CAM, Product and internal Support teams in ensuring customer expectations are met. Specific areas of focus include management and oversight of the CRM system, development and management of product proposals, Customer onboarding and lifecycle management, contract management, management of customer assessments, as well as customer surveys, analysis and remediation.

You will engage with the following stakeholders:

- Internal stakeholders- Customer Lifecycle Management (CLM)
- Product Lifecycle Management (PLM)
- Business Support
- Finance
- Legal
- IT
- Change management
- External stakeholders- Customers
- Relevant regulatory bodies
- Vendors (CRM and Customer / Stakeholder satisfaction survey service providers)

Your key responsibilities include:
Oversight and management of the customer support team and delivery assurance of the below services:
Pre-Sales
The Pre-Sales element refers to a set of activities performed prior to customer acquisition or the provision of new products/services to existing customers. Pre-Sales aims to provide services to create, maintain and produce customer proposals and to ensure consistency across the business with regard to content, BankservAfrica CI, pricing, and terms and conditions. Product managers provide expert input to proposals and confirm proposals before publishing the proposal prepared by the pre-sales team.
- Customer onboarding management
- The Account Support team tracks, manages and reports on the customer onboarding cycle and holds stakeholders accountable for delivery in the following areas:
- Proposals - provides proposal and tracks till conclusion or cancellation
- Contracting - ensures that contracts are requested from legal, provided to Customer Portfolio Managers and Product Managers for delivery to customers, and manage the process to ensure that they are concluded before product implementation. CAS also plays a supporting role to Customer Portfolio Management with customer contracting.
- CAS ensures that the onboarding processes are followed and concluded timeously, and that the deliverables are documented and tracked.
- Internal Readiness - monitors that all elements identified for each product / service are executed according to checklists identified.
- Stabilisation - monitors that all elements identified for each product / service are executed according to checklists identified.
- CAS also provides support to Account Management with customer information management and reporting.
- Customer/Stakeholder Satisfaction Surveys
- Customer and Stakeholder Satisfaction Surveys are managed by CAS. This includes:
- Vendor and contract management as required
- Negotiating timelines with vendor and internal stakeholders, managing the data and processes to conclusion.
- Management of remediation and reporting to business.
- Communication Plan and reporting to present results to EXCO, MANCO, and other internal BankservAfrica forums
- Stakeholder Satisfaction Surveys are managed through the stakeholder management team, but supported by CAS for:
- Vendor and contract management as required
- Internal stakeholder management
- Remediation management and reporting
- BankservAfrica CRM System
- CAS owns and manages the BankservAfrica CRM system which includes:
- Vendor and contract management
- Internal stakeholder management, training and rollout
- System Administration, Data management, data integrity and POPIA
- Managing system support and enhancements including specification, vendor development, testing and implementation.
- Reporting- Management and maintenance of Customer Participation visualisation in BankservAfrica Products and Services
- Setup and maintenance of CAS processes as well as identification and roll out of customer experience processes.
- Some additional activities that may not have been listed above would include, but not limited to:
- Marketing Input Provision
- Product Management assistance
- Proposal Input Provision
- Internal escalations
- C