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Technical Client Manager

2 weeks ago

Cape Town, South Africa Securitas SA (Pty) Ltd Full time

**Job Purpose**:
To facilitate communication between external clients and relevant internal stakeholders to resolve client dissatisfaction resulting from operational disputes or inefficiencies, with the aim of ensuring logical & satisfactory closure, thereby ensuring exceptional customer experience, client retention, and managed relations.

**Key Result Areas**

**Accountability**
- To ensure client retention through excellent customer service & sustainable client relations
- To advise on additional security requirements thereby ensuring future sales, growth and satisfied customer experience.

**Responsibilities**
- Follow-up on repairs-related open items, with Service department
- Communicate to clients on unforeseen delays to scheduled appointments
- Maintaining open communications, and being available as the primary contact for Business (ie Securitas)
- Identify client risks through annual risk assessments.
- Drive growth by promoting New/ additional/ innovative/ alternate technology to improve the client’s existing security solution
- Liaise & follow-up with Sales & Design teams, to conclude proposals to existing clients (for Additional services, Upgrades, Service Renewal & New Services)
- Raise quotes to existing clients for Repairs Billed & Additional services; and follow up on these Purchase orders from the clients
- Ensure signed contracts are submitted by existing clients

**Duties**

**Client Related**:

- Meet regularly with customers to manage relationship and discuss outstanding issues
- Complete customer Key Performance Indicators (KPIs) based on predefined frequency (bi-monthly/ monthly/ quarterly)
- Complete annual customer Risk assessments
- Provide Comprehensive Monthly reports together with visual proof for specific customers (Service call information; Control room alarm activations; False alarm report, Poor Lighting report, Overgrown vegetation report; False alarms activated by Guards Patrolling report)
- Provide causation reports & feedback to clients, based on tickets logged on Manage engine by Control room or Technicians visiting site. (ie for Overgrown vegetation, guards patrolling, poor lighting, debri, unnecessary staff movement etc).
- Provide Monthly Analytics report, based on analytic tests conducted by technicians.
- Incident reports - Investigate site incidents and manage client expectations. Submit photographic proof taken on site for Incident Report to be compiled.
- Liaise with SOC department and analyst to complete incident report.
- Review Final Incident report; Submit to customer and discuss incident with customer.
- Raise Quotes for repairs to be done.
- Follow up with clients on outstanding POs.
- OHS - client facing - responsible for maintaining OHS records in customer OHS file.
- Negotiate with existing customers on contract renewals, upgrades etc.
- Assist Accounts department with escalated Customer account issues (delayed payment, non-payment).
- Collaborate with Sales department with proposals to existing customers.
- Collaborate with Design engineers around costing and design for upgrade & extra sales proposals to existing customers.
- Manage and maintain approvals on NAV.

**Service Department**:

- Address customer complaints and long outstanding repairs with Service department.
- Act as Liaison between service department/Service manager/technician and the client.
- Offer managerial assistance & support to Service department as needed.
- Weekly meeting - offer technical solutions and advice to technical staff for service-related matters.
- Assisting with HR-related matters.
- Attend to after-hours calls for technical service support.
- Adhoc - despatch stock after hours when backup is unavailable.
- Assist with stores upkeep/planning and stock forecasts when required.

**Other**:

- OHS - Head Office - Part of the OHS committee, assisting to ensure OHS compliance.
- Provide adhoc guidance and assistance to other Branch managers relating to their customers.
- Adhoc - attend to various adhoc requests from management.

**Knowledge, Skills & Experience and Job-Related Competencies**:

- High level understanding of Remote Video Surveillance (RVS), Access Control, CCTV, Electric Fencing, Booms, Spikes, Alarms, Gate motors
- Good understanding of physical electronic security installation methods/procedures and standards.
- Working knowledge to perform basic required functions through Microsoft Office Suite, NAV, Goldmine & Manage engine
- Ability to troubleshoot, communicate effectively (verbal and written), provide support & mentorship as required, provide management support with certain employee/HR-related matters
- Minimum 10 years’ experience in the electronic security industry.
- Strong communication skills.
- Proven leadership skills.
- Ability to work under pressure.
- Attention to detail.
- Some commercial business understanding.
- Critical thinking and problem solving.
- Strong customer management skills.
- Psira registered.

**Education and Special Requi