Account Manager

Company Overview
Ello Technology is a leading Managed Service Provider (MSP) operating in Cape Town and Johannesburg. We specialize in providing fast, efficient, and highly qualified technical support alongside proactive management tools. Our AI-powered solutions minimize downtime and keep businesses running smoothly.

Job Description
As an Account Manager (AM) at Ello Technology, you will be the primary point of contact for your assigned clients, ensuring exceptional customer service and strong relationship-building. Your responsibilities will include:

1. Client Relationship Management: Build and maintain strong, trust-based relationships with key stakeholders.
2. Customer Satisfaction: Provide timely and effective support, exceeding client expectations.
3. Issue Resolution: Act as the main contact for resolving client issues and coordinating technical support.
4. Account Growth: Identify upselling, cross-selling, and new customer acquisition opportunities to drive Monthly Recurring Revenue (MRR) growth.
5. Customer Advocacy: Represent client needs within Ello Technology to improve service delivery.
6. Proactive Communication: Anticipate client needs and offer proactive recommendations.
7. Internal Collaboration: Work closely with Customer Success and Technical Teams for seamless service delivery.
8. Retention & Renewal: Ensure clients receive value from services, leading to contract renewals.
9. Reporting: Provide updates to management on account performance, satisfaction levels, and risks.

Requirements

Skills & Competencies:

1. Customer-Centric: Passionate about delivering excellent client experiences.
2. Strategic Thinking: Align solutions with client business objectives.
3. Communication: Excellent verbal & written communication, capable of simplifying technical concepts.
4. Problem-Solving: Proactive in identifying and resolving issues before they escalate.
5. Resilience: Thrives in a fast-paced, dynamic environment.
6. Collaboration: Works effectively across departments.
7. Attention to Detail: Manages multiple accounts while ensuring all client needs are met.

Personality Traits:

1. Empathetic: Understands customer challenges and needs.
2. Proactive: Addresses issues before they arise.
3. Adaptable: Thrives in the ever-changing tech landscape.
4. Collaborative: Works well with teams to ensure seamless service.
5. Integrity: Upholds ethical standards and professionalism.

Compensation & Benefits

1. Salary & Commission Structure:
2. Basic Salary: R15,000 CTC per month.
3. Performance-based commission on MRR growth.
4. Quarterly commission pay-outs for new sign-ups.
5. Annual Bonus Structure:
6. 85-89 Points: 5% of annual salary (Meets Expectations).
7. 90-94 Points: 8% of annual salary (Exceeds Expectations).
8. 95-100 Points: 10% of annual salary (Exceptional Performance).
9. Additional Incentives:
10. Company-wide Customer Retention Bonus (up to 10% of annual salary).
11. Company-wide MRR Target Achievement Bonus (up to 10% of annual salary).
12. Training & Career Development Opportunities to enhance skills and advance within the company.