Accounts Relationship Manager

The Account Relationship Manager is responsible for managing a portfolio of high-value clients and ensuring the long-term success and retention of these accounts. This role involves understanding clients' needs, proposing tailored solutions, building strong relationships, and acting as the primary point of contact between clients and the organisation. The Account Relationship Manager will also be responsible for identifying new opportunities within existing accounts, achieving a sales target, and ensuring the timely delivery of products and services to clients.

Duties

Client Portfolio Management

• Develop and maintain a portfolio of high-value clients.
• Understand clients' business objectives, challenges, and requirements to provide personalised solutions.
• Foster long-term, mutually beneficial relationships with clients to increase client loyalty and retention.

Client Retention & Relationship Building

• Proactively engage with clients to ensure their needs are being met and build trust.
• Resolve client issues and concerns quickly and efficiently, maintaining a high level of satisfaction.
• Monitor and assess client satisfaction.
• Regularly check in with clients to identify opportunities for further growth and service enhancements.

Solution Development & Implementation

• Collaborate with internal teams to develop tailored solutions to meet client needs.
• Present and implement proposed solutions within reasonable timelines to ensure their success.
• Monitor the implementation process to ensure timely delivery of products and services.

Client Communication

• Act as the key point of contact for clients, ensuring clear and consistent communication.
• Relay client feedback and requirements to relevant internal departments.
• Provide regular updates to clients regarding the status of projects, deliveries, and other matters.

Competitor Monitoring & Market Research

• Keep an eye on industry trends and competitor offerings to stay ahead of market changes.
• Identify potential risks of client churn to competitors and develop strategies to prevent it.
• Research and understand market trends to identify new opportunities for sales growth within existing accounts.

Sales Growth & Revenue Generation and New Business Development

• Identify opportunities to upsell and cross-sell additional products and services to clients.
• Achieving sales targets (MMR).
• Drive the growth of accounts by identifying new opportunities and proposing solutions that meet the evolving needs of clients.
• Work with the sales team to generate more sales opportunities and expand the overall business.
• Research and analyse industries with high potential for benefiting from Kibo Business Solutions.
• Use various channels such as cold calling and email campaigns to generate leads from identified target industries.
• Engage with potential clients through industry conferences, webinars, and trade shows to expand the company’s lead pool.
• Create and manage a lead pipeline to ensure consistent follow-ups and engagement with prospects throughout the sales process.
• Develop a strategic approach to converting leads into sales opportunities by presenting customised IT solutions that meet client business goals.
• Conduct meetings and presentations with clients and potential clients onsite to showcase service and product offerings.
• Stay informed about all Kibo Business Solutions to effectively communicate and present our offerings to potential clients.
• Engage with potential clients to negotiate contracts and pricing.
• Follow up with prospective clients to maintain engagement and drive the sales process to closure.
• Guide the client through the contract finalisation process.

Strategy Development & Execution

• Develop long-term strategies for client retention and satisfaction.
• Implement and monitor plans designed to enhance the client experience and strengthen relationships over time.
• Continuously assess and improve client management processes to increase efficiency and effectiveness.

Reporting & Documentation

• Prepare and present regular reports to both internal and external stakeholders, providing insights into account performance, issues, and opportunities.
• Track client performance metrics to monitor account health and growth.
• Ensure accurate and timely documentation of all client interactions, agreements, sales activities, pipeline, and forecasting.

Key Performance Indicators (KPIs)

• Ensure your own KPI for account growth, retention, and satisfaction are consistently met or exceeded.
• Regularly review your KPI with the management team and adjust strategies as needed to drive success.
• Monitor client feedback and satisfaction scores, identifying areas for improvement and action.

Skills Development Training

• Account Relationship Managers must develop both technical and soft skills to succeed in their role.
• Training programs should focus on areas that directly impact client relationships, sales performance, and problem resolution.
• Upskill with Kibo Training or external courses as directed/required by the business on a regular basis.

Education:

• Bachelor’s degree in Business Administration, Commerce, Communications, Marketing, or a related field.
• Certification in IT Products, Services or Technical would be advantageous.

Experience:

• Minimum of 3 years in a key account management, business development, client onboarding or sales, in Internet Services and Information Technology (Prerequisite).

Skills:

• Strong Relationship Management: Proven experience in building and maintaining long-term client relationships, with a focus on trust and mutual benefit.
• Problem-Solving Skills: Ability to understand complex client needs and develop creative, effective solutions.
• Solution-Oriented Selling: Focused on understanding client needs and providing tailored IT solutions rather than simply selling products.
• Communication: Excellent verbal and written communication skills, with the ability to present ideas clearly to clients and internal teams.
• Commercial & Financial Acumen: Strong understanding of commercial and financial principles, including budgeting, pricing models, and contract terms, to make informed decisions and drive profitable business relationships.
• Sales & Negotiation: Proven track record of meeting or exceeding sales targets and successfully negotiating contracts.
• Conflict Resolution & Dispute Management: Ability to effectively manage and resolve client disputes and conflicts in a professional and solution-driven manner, ensuring a positive outcome.
• Customer-Centric: Strong focus on customer satisfaction and maintaining high client retention rates.
• Time Management: Ability to manage multiple accounts, prioritize tasks, and meet deadlines.
• Market Knowledge: Awareness of market trends, competitor activities, and industry developments.
• Technical Skills: Proficiency in CRM software (e.g., Salesforce), Microsoft Office Suite, and data analysis tools.

Personal Attributes:

• Strategic Thinker: Ability to think ahead and anticipate client needs, market changes, and potential risks.
• Results-Oriented: Focused on achieving targets and delivering measurable outcomes for clients and the organisation.
• Proactive: Takes initiative to identify and address issues before they become problems.
• Collaborative: Works well within cross-functional teams, including sales, marketing, and product development.
• Resilient & Adaptable: Able to handle challenges, adapt to changing environments, and maintain a positive attitude in all situations.
• Emotional Intelligence & Stress Management: Strong emotional intelligence, with the ability to navigate client interactions with empathy, maintain composure under pressure, and manage stress in a positive and constructive manner, ensuring a professional and supportive environment for all parties.

Work Conditions:

• Travel: required to meet with clients on site and attend industry events, own reliable vehicle and valid driver's license.
• Hours: Monday to Friday, 8:00 am to 5:00 pm, with flexibility for after-hours support.
• All staff are on a stand-by roster for emergency after-hours work. It is essential that you can be available to field calls after hours to ensure our clients receive support whenever required.

Performance management is part of the Kibo culture and starts from day one!

Thank you for your interest in joining our team. We genuinely appreciate the time and effort you put into your application. If you do not hear back from us within two weeks of applying, please consider your application unsuccessful. We encourage you to apply for future openings that match your qualifications.