IT Account Manager
Numata
- Johannesburg, Gauteng
- Permanent
- Full-time
- Establish and maintain strong relationships with clients, acting as their trusted advisor for all technology-related matters.
- Understand clients' business objectives, challenges, and technology requirements.
- Conduct regular meetings and check-ins with clients to ensure ongoing satisfaction and identify areas for improvement.
- Act as the main point of contact for client inquiries, concerns, and escalations.
- Promote the adoption of technology solutions within the client base to drive business efficiency and productivity.
- Collaborate with clients to identify opportunities for leveraging technology to meet their specific needs and objectives.
- Provide guidance and training to clients on the effective use of technology tools and solutions.
- Monitor client usage and adoption of technology, identifying and addressing any barriers or challenges.
- Proactively address client concerns, issues, and escalations to ensure a high level of client satisfaction.
- Work closely with internal technical teams to resolve client issues in a timely and efficient manner.
- Conduct regular service reviews with clients to assess their satisfaction, gather feedback, and identify areas for improvement.
- Implement client satisfaction measurement tools and methodologies to track and improve client satisfaction levels.
- Collaborate with the sales team to identify upsell and cross-sell opportunities within the existing client base.
- Assist in account planning activities to develop account strategies and drive organic growth.
- Identify potential risks and challenges within client accounts and devise strategies to mitigate them.
- Provide input and insights to the product and service development teams based on client feedback and needs.
- Maintain accurate and up-to-date client records, including contact information, service requests, and interactions.
- Prepare regular reports on client satisfaction, technology adoption rates, and other key performance indicators.
- Document client-specific requirements, preferences, and configurations for internal teams to ensure smooth service delivery.
- Bachelor's degree in a relevant field (e.g., IT, Business Administration) or equivalent practical experience.
- Proven experience in an account management or client-facing role within the IT industry.
- Strong understanding of technology solutions and their application within businesses.
- Excellent communication and interpersonal skills, with the ability to build rapport and effectively communicate with clients and internal teams.
- Demonstrated ability to drive client satisfaction and foster long-term client relationships.
- Problem-solving and conflict resolution skills to effectively address client concerns and issues.
- Ability to work collaboratively in a team environment and manage multiple client accounts simultaneously.
- Strong organizational and time management skills to prioritize tasks and meet deadlines.
- Familiarity with customer relationship management (CRM) software and tools