Key Account Manager - Records & Information Management | Gauteng

ROLE PURPOSE

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.
  

Onboarding Support

• Assist in the implementation and onboarding of
  records management solutions.
  
• Troubleshoot issues and escalate complex
  problems.
  

Business Development

• 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
  

Operational
Coordination

• 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. 
  

Requirements

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
  

Key Competencies:

Technical
Competencies

• Understanding of records management systems, image
  processing and cloud storage platforms, and compliance frameworks.
  
• Ability to translate technical features into
  business value.
  

Behavioural
Competencies

• 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.
  

Leadership
Competencies

• 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.
  

Benefits