Account Manager

Role Purpose

To market and sell all our company products and services to new and cross sell and upsell to existing clients to achieve agreed sales and service targets. To maintain excellent customer relationships through effective service delivery; to assist with daily tasks with the objective of retaining and growing the defined portfolios. To actively resolve all client queries that have been escalated within a reasonable timeframe and to actively identify leads for respective Sector Heads. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Key Responsibilities

Include the following. Other duties may be assigned.

• Provides purpose fit solutions through an in-depth understanding of specific client needs relating to the services Metrofile provides.
• Engages with clients on a regular basis to maintain sound relationships.
• Acts as primary contact between clients and Metrofile for purposes of :
• Negotiating prices within the parameters of the Authority Framework
• Providing customised solutions
• Problem / issue resolution
• Oversee onsite client projects to meet agreed SLA
• Stays abreast of and informs the Regional Sales Manager of changing market and competitor trends.
• Maintains a current and updated database on all clients in own portfolio.
• Must be able to sell a diverse portfolio of services, including physical and digital storage solutions, cloud-based platforms, document scanning and digitisation, physical-to-digital data conversion, business process outsourcing (BPO) with a focus on transitioning operations to SAAS platforms, and secure data destruction services.
• Compiles and reports on a quarterly basis.
• Develop Account Plans as agreed with Regional Sales Manager for the allocated Portfolio to leverage new opportunities and ensure customer retention.
• Reports sales and service statistics to the Head of Sales / Regional Sales Manager / Sector Head on a weekly basis.
• Ensures that the service offering provided satisfies customers’ needs and identifies leads across their allocated Sector Heads within their Portfolios.
• Resolve all enquiries or queries escalated to you within a reasonable timeframe and communicates concerns relating to service delivery to Operations and to respective support and management personnel. Ensures remediation thereof.
• Ensure that your portfolio is sufficiently serviced to ensure customer satisfaction.
• Ensure that clients’ portfolios data integrity is accurately maintained.
• Assists with preparing and presenting business proposals to both existing and new potential customers.
• Maintains close relationships with the Sector Head to capitalise on opportunities identified.
• Ensures effective management of documentation and records as defined within the customer’s document retention strategy by informing customers of past due dates.
• Deals with, resolves, and reports on issues, concerns and complaints as relates to your portfolio or allocated clients.

Qualifications and Experience

Behavioural Competencies

Essential Competencies

Desirable Competencies

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