Account Executive, SMB (Hunter) at Turnkey Africa Ltd

SUMMARY OF ROLE

The account manager in liaison with the technical teams, sales, marketing and client representative teams is responsible for on boarding of new clients, initiating and maintaining high value engagement strategies for existing clientele and exit management of clients at end of life. The purpose of the position is to ensure that Turnkey’s clients’ experience and success is assured and achieved at all touch points giving rise to opportunities for cross selling, upselling and improvement of overall retention scorecard through application of relevant business, competitive and market intelligence (MI) outputs.

ROLES AND RESPONSIBILITIES

Client on boarding.

• Ensure a clear understanding of clients’ needs, the organisation’s delivery capacity & capability, short term vs. long term value drivers and any external factors that may affect the on boarding process: The on boarding factors.
• Making reference to the on boarding factors, in liaison with the project teams and in accordance to Turnkey’s best practices in product delivery prepare and continuously update a well-documented on boarding program that covers the following prerequisite strategies; communication, meeting, reporting, feedback and review sessions.
• To learn and adopt the agile principles in strategy to work execution: from on boarding through the funnel to exit management ensuring the ability to clearly indicate through approved metrics, value driven to the client through their life. This will allow for alignment of all functions improving continuous efficiency, effectiveness and impact.

Client Relationship Management.

• Maintain constant communication with clients ensuring that they are up to date with work progress and changes. This will require a systematic best practice approach, utilising a mix of written, oral and face to face communication on a continuous complimentary
• Be the lead in the organisation in client communication, ensuring proper management of information shared with the client through auditing and maintaining client engagement guidelines. Be an escalation point as well as a contractual prerequisites gatekeeper and conduct performance contract reviewing for continuous improvement.
• Being an internal champion of the client needs ensuring the taking advantage of BI, MI, CI and internal production dynamics to provide the client with above expectation solutions while managing them through constant communication.
• Through a mutually beneficial value driven approach both institutions always identify opportunities for cross selling, up – selling and through understanding their strategies and industry dynamics provide the organisation with insights for developing future strategic relevant solutions /products.
• Maintain an up to date knowledge of all internal processes, systems and products and take advantage of any such information that would provide organisational market leverage for leadership making the company top of mind to its current and prospective clientele.
• Regularly communicate strategic direction and status of all outstanding client requests/projects to Management and take part in production, development, testing and act as the business oriented internal auditor to market requirements, ensuring that quality standards and expectations are met.
• Closing of contracts with the highest professional standards, in a humane, ethical manner and in line with contract obligations ensuring that there is opportunity for future engagements if possible.

Internal Communication and Coordination.

• Work Closely with the Customer Success Department to ensure they are fulfilling what the customer needs
• Utilise Zendesk to track and document all client issues and requests while following up to maintain contractual obligations on lead time, quality assurance and escalate to management at all times.
• Coordinate with the Support teams to ensure that all key clients receive the appropriate level of service while advising them on strategic positioning of services for gaining business advantages.
• Ensures the establishment of standards of service for each department through observations of monitored operational performance against specific client requirements/ expectations and liaise with HoDs and HR for policy and metric development.
• Maintain an up to date knowledge of all internal processes, systems and products and take advantage of any such information that would provide organisational market leverage for market leadership making the company top of mind to its current and prospective clientele.
• In liaison with Marketing and HR heads be the lead in generating production content for monthly internal staff updates and e –newsletters covering new processes, systems, products, ground breaking research results, client feedback on solutions delivered as a result of utilising Turnkey’s products.

SKILLS & COMPETENCIES.

• Leadership skills
• Risk Management
• Numerical & Accounting skills.
• Interpersonal skills.
• Conflict management skills.
• Reporting skills.
• Presentation & Communication skills
• Planning & Organising
• Documentation & archiving
• Evaluation and continuous improvement
• Business analysis & partnership
• Problem Solving
• Supplier management
• Technology savvy

PERSONALITY TRAITS.

• Process Driven
• Leadership & Inspirational
• Fair consensus Building
• Organise & delegation
• Flexibility & Wits
• Ability to balance logic & creativity
• Encourage & Recognize valuable contribution
• Fully vested in success
• Stress integrity & accountability
• Work & thrive in the grey

QUALIFICATIONS.

• Education and Experience: For this position you must have a Bachelor’s degree or equivalent.
• A minimum of 5 years of work experience in Account Management roles.
• Strong verbal and written communication skills and strong excel skills with experience in data analysis
• Competencies: Decision Making, Detail Oriented, Active Listening, Persuasive, Problem Solving, Project Management, Relationship Building, Problem Solving, Technical Aptitude, Analytical Skills, Business Acumen and Presentation Skills.
• Computer Skills: Advanced knowledge of the Microsoft Office Suite. Proficiency in Microsoft Office Suite is required.
• Please submit your application with a detailed CV, quoting the job title in the subject field. To be considered your application must be received by 10th February 2023 close of business via https://turnkeyafrica.bamboohr.com/careers/56