Junior Account Manager

7 days ago

Durban, KwaZulu-Natal, South Africa THUSA | Making IT Work Full time R104 000 - R240 000 per year

Introduction

The Junior Internal Account Manager in an IT company provides crucial support to the Customer Success Manager in managing client accounts and ensuring client satisfaction. This position involves a combination of administrative tasks, client communication, and coordination with internal teams. The Internal Customer Account Manager works closely with the CSM on the account and other stakeholders to ensure the smooth operation of client accounts and the successful delivery of IT solutions.

Duties & Responsibilities

Client Relationship Management

  • Assist the Customer Success Manager in building and maintaining strong relationships with clients.
  • Serve as a point of contact for clients, addressing inquiries, requests, and issues.
  • Coordinate client meetings, prepare meeting materials, and document meeting minutes.
  • Collaborate with the CSM to develop and implement client account plans.
  • Monitor client satisfaction levels and proactively address any concerns or escalations.
  • Assist in identifying opportunities for upselling or cross-selling IT products and services.

Account Administration

  • Support the CSM in managing client contracts, agreements, and documentation.
  • Assist in the preparation of proposals, quotes, and statements of work.
  • Maintain accurate and up-to-date client records, including contact information and communications.
  • Coordinate the onboarding and offboarding of clients, ensuring a smooth transition process.
  • Assist in tracking and managing project timelines, deliverables, and milestones.
  • Collaborate with internal teams, such as sales, technical, and finance, to facilitate account-related processes.

Communication and Reporting

  • Assist in preparing regular reports on account performance, including revenue, growth, and key metrics.
  • Communicate with clients to provide updates, gather feedback, and address inquiries promptly.
  • Assist in developing client communications, such as newsletters, case studies, and success stories.
  • Contribute to the creation of presentations and proposals for client meetings and presentations.
  • Maintain clear and effective communication channels with internal teams to ensure seamless delivery of services.

Project Coordination

  • Collaborate with the CSM and project teams to ensure timely execution of client projects.
  • Assist in defining project requirements and objectives in consultation with clients.
  • Coordinate project activities, track progress, and ensure adherence to project timelines.
  • Support the CSM in identifying and mitigating project risks and issues.
  • Assist in conducting project post-mortems and capturing lessons learned for future improvement

Ticket Management

  • Assist the CSM with Ticket management with the THUSA Ticketing system
  • Normalise and prioritise Tickets
  • Ensure tickets are moving and provide updates/feedback on tickets where possible.

Desired Experience & Qualification

  • Grade 12 Senior Certificate.
  • Driver's License.
  • Own Vehicle
  • IT Management / Business Degree or Suitable IT Diploma.
  • Strong communication skills (verbal and written)
  • Experience in an IT environment

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