Account Manager

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About us:

Euphoria Telecom are the creators and providers of South Africa’s leading business phone and contact centre system. Established in 2010 we have grown our client base to 7000+ happy customers around the country. These include many much-loved household brands including Takealot.com, Yuppiechef, WeFix, VumaTel, WeWork, Just Property, Truth Coffee and Jack Black to name just a few.

Join a dynamic, results-driven team and help us realise our vision!

About the role:

The Account Manager’s main responsibility is to retain and grow key accounts by building strong relationships, identifying opportunities, and ensuring ongoing client satisfaction. While not directly responsible for ticket resolution, the Account Manager is accountable for staying informed of customer issues and ensuring they are escalated appropriately to deliver a high standard of service. This role plays a key part in keeping clients engaged, informed about product developments, and supported throughout their lifecycle.

What you will do:

Account Management and Relationship building:

• Proven ability to manage a book of high-value B2B clients with complex telecom environments.
• Skilled in building deep, trusted relationships across all levels — from IT managers to C-suite.
• Able to drive multi-stakeholder engagement, especially in enterprise or multi-branch organisations.
• Maintains regular cadence through Quarterly Business Reviews (QBRs), service reviews, and roadmap discussions.
• Keep customers informed about product updates, new features, and best practices.
• Act as an internal advocate for the customer, helping prioritise their needs.
• Facilitate customer feedback collection and relay insights to relevant teams.

Solution-Oriented Consultative Selling:

• Uses a consultative approach to understand customer pain points and align solutions accordingly.
• Capable of mapping Euphoria's product suite (e.g., PBX, call centre features, CRM integrations, etc.) to client workflows.
• Strong knowledge of Euphoria sales cycles and customer lifetime value — thinks in terms of retention and expansion.
• Ability to scope and propose feature upgrades, professional services, or complementary tools.

Sales & Upselling:

• Identify opportunities to upsell additional product features or services that benefit the customer.
• Generate referrals from existing customers and pass them on to the sales team.
• Provide value-driven recommendations to enhance the customer’s experience.
• Assist in preparing quotes for hardware, services, and feature upgrades.

Support & Problem Solving:

• Be aware of all tickets related to your group of Accounts assigned to you.
• Work with existing Euphoria Departments, Admin, Accounts, Customer Experience, Customer Retention, Production and the Support teams to handle escalations outside normal Euphoria processes.
• Ensure customer issues are addressed efficiently and resolved within SLA timeframes.

Commercial & Business Acumen:

• Strong understanding of South African market dynamics, including typical IT/Telco decision-making processes, budget constraints, and compliance requirements.
• Can hold commercial conversations around contract renewals, margin, usage analysis, and pricing strategies.
• Able to identify upsell, cross-sell, and referral opportunities while maintaining customer trust.
• Understands reseller/partner-based go-to-market models (if also managing indirect clients or working closely with channel).

Technical Proficiency:

• Deep familiarity with cloud-based PBX, VoIP, SIP, fibre, LTE failover, and general connectivity solutions.
• Understands the technical fundamentals behind APIs, integrations, and cloud platforms.
• Can act as a bridge between customer needs and internal pre-sales, solution architects, or dev teams.
• Confident discussing things like UCaaS feature functionality, CRM or ERP integrations (e.g., Zoho, FreshDesk, ZenDesk, Teams).

Administration, CRM & Process Management:

• Maintain accurate records of customer interactions, issues, feedback and pipeline health using CRM.
• Respond to emails, calls, and support tickets within required timeframes.
• Drivers internal alignment via reporting and collaboration with support, admin and product teams.

Must have for the role:

• Account Management Experience in ICT: Experience in Account Management, Customer Success, or Sales within the ICT/Telecom industry.
• Strong interpersonal skills: Ability to build relationships and effectively communicate with customers.
• Organisational skills: Ability to manage multiple accounts and prioritise tasks efficiently.
• Problem-solving ability: Capable of identifying customer pain points and providing solutions.
• Tech-savvy: Familiarity with telecom services and Platforms, CRM systems and ticketing platforms.
• Proactive approach: Ability to anticipate customer needs and take initiative.
• Sales Aptitude: Some experience or understanding of sales processes, including prospecting and assisting with closing deals.

Why Work with Us?

We believe in rewarding our team members for their dedication and passion. Here’s what we offer:

• Optional Retirement Annuity
• Group Life Cover
• Quarterly Performance Incentives

Well-Being and Lifestyle:

• Generous Leave Policies
• Breakfast, Lunches, and Snacks Provided
• Smoothies and Cappuccinos in the Office

Work Environment and Growth:

• Modern, collaborative offices
• Regular Company Events and Team Building Activities
• Opportunities to grow your career in a thriving tech company

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Sales and Business Development

Industries: Telecommunications