- To support the New Business Development Execs in delivering high-quality service and solutions to clients in the records management space. The Key Account Manager plays a critical role in maintaining client satisfaction, ensuring operational excellence, identifying opportunities to grow business within existing accounts through add-on services and solutions and actively identify new business leads for respective New Business Development Exec.
- To cross sell and upsell the company products and services to existing clients to achieve agreed sales and service targets.
- To actively resolve all client queries that have been escalated to Key Account Manager within a reasonable timeframe.
KEY RESPONSIBILITIES include the following. Other duties may be assigned.
Client Relationship & Support
- Serve as the primary day-to-day contact for assigned clients.
- Ensure timely resolution of service requests and queries.
- Maintain strong client relationships and support retention efforts.
- Assist in the implementation and onboarding of records management solutions.
- Troubleshoot issues and escalate complex problems.
- Identify and pursue add-on business opportunities within existing accounts.
- Monitor client usage and proactively suggest enhancements or new services.
- Actively identify new business leads for respective New Business Development Exec.
- Collaborate with the New Business Development Exec to develop tailored proposals and presentations.
- Meet and exceed sales targets
- Coordinate service delivery across internal teams (e.g., logistics, operations compliance).
- Ensure accurate documentation of client interactions and service changes.
- Ensure all Service Level agreements are current and valid.
- Prepare reports and insights for internal and client review
- Ensures effective documentation and records management as defined within the customer's document retention strategy by informing customers of past due dates.
MINIMUM QUALIFICATIONS, EXPERIENCE and KNOWLEDGE:
The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Degree in Business Administration, Marketing Management, Information Management, or related field.
- 3 - 5 years of experience in a client-facing role customer service experience and at least 3 years sales experience.
- Must have excellent communication and interpersonal skills.
- Must pay attention to detail
- Strong technical aptitude and ability to understand and explain digital storage and compliance solutions.
- Proven ability to identify and pursue business growth opportunities.
- Proficiency in Microsoft Office and CRM systems
- Understanding of records management systems, image processing and cloud storage platforms, and compliance frameworks.
- Ability to translate technical features into business value.
- Customer Focus: Dedicated to meeting client needs and building trust.
- Initiative: Proactively identifies opportunities and takes action.
- Attention to Detail: Ensures accuracy in documentation and service delivery.
- Collaboration: Works effectively with cross-functional teams.
- Communication: Clearly conveys information to clients and internal stakeholders.
- Problem Solving: Approaches challenges with a solution-oriented mindset.
Own car and Drivers licence essential.
- Competitive Salary on offer with commission
- OTE R70k +