ACCOUNT MANAGER (TVET) at Adapt IT

About the position

Introduction

To provide strategic leadership across a portfolio of key TVET client accounts, strengthening long-term partnerships, accelerating sustainable revenue growth, and delivering measurable institutional value. In an AI-enabled environment, the role is accountable for advancing client awareness, adoption, and value realisation of AI-enabled solutions that enhance service delivery, operational efficiency, and innovation outcomes.

Description
 Strategic Account Leadership

• Own and drive the strategic direction of assigned client accounts
• Develop and maintain multi-year account plans aligned with client and organisational objectives
• Build long-term partnerships focused on value realisation and sustainability
• Position the organisation as a trusted strategic partner

 

 Stakeholder Engagement & Relationship Management

• Build and maintain strong relationships across:
• Operational stakeholders
• Management level
• Executive / C-level stakeholders
• Conduct regular stakeholder engagement sessions to assess:
• Client satisfaction
• Emerging challenges
• Strategic priorities
• Serve as the primary point of contact for all client-related matters

 

 On-Site Client Engagement

• Use on-site engagement to:
• Identify opportunities for AI-enabled improvements
• Assess readiness for automation and analytics solutions
• Gather real-world insight to support AI-driven solution proposals
• Advocate for customer needs in product and business planning

 

TVET Sector Advisory

• Develop and maintain deep understanding of:
• TVET regulatory requirements
• Funding and operational constraints
• Academic and administrative processes
• Translate sector challenges into practical and relevant solutions
• Provide advisory input aligned to the specific context of TVET institutions
• Coordinate complex solution delivery across multiple departments

 

Service Delivery Oversight

• Collaborate with Project Managers, Consulting, and Support teams to ensure:
• Delivery quality meets agreed standards
• Timelines and SLAs are achieved
• Scope and expectations remain aligned
• AI-enabled solutions delivered to clients meet expectations

 

Innovation & Continuous Improvement

• Identify opportunities to improve:
• Client processes
• System utilisation
• Service delivery models
• Propose and drive innovative, value-adding solutions
• Support continuous improvement initiatives across accounts

 

Governance, Risk & Escalation Management

• Participate in and lead governance structures including:
• SteerCo meetings
• Account review sessions
• AI-enabled reporting improvements
• Provide structured reporting on:
• Account performance
• Financials
• Risks and mitigation plans
• Act as escalation point for critical issues and ensure resolution

 

Cross-Functional Coordination

• Coordinate across internal teams:
• Consulting
• Support
• Product / Development
• Finance
• Ensure alignment between client expectations and delivery capability
• Drive accountability across all stakeholders

Forecasting, Planning & Reporting

• Develop accurate revenue forecasts and strategic account plans
• Track and report on account performance, risks, and opportunities
• Contribute insights to leadership for business planning and strategy.

 

KEY OUTPUTS / SUCCESS MEASURES

·       Sustained retention, renewal, and profitable growth across the assigned TVET client portfolio.

·       High levels of client confidence, stakeholder trust, and executive engagement across strategic accounts.

·       Disciplined account planning, forecasting, and reporting that inform sound business and client decision-making.

·       Strong delivery governance, with risks, issues, and escalations identified early and resolved decisively.

·       Demonstrable value realisation through improved service delivery, solution adoption, and institutional performance outcomes.

·       Conversion of strategic growth opportunities into expanded client value, innovation, and continuous improvement initiatives.

·       Credible account leadership and consistent governance participation across internal and client-facing forums.

 

KEY PERFORMANCE INDICATORS (KPIs)

·       Revenue growth, account expansion, and share of wallet within strategic client accounts

·       Client retention, renewal performance, and contract continuity

·       Account profitability and commercial sustainability

·       Client satisfaction, stakeholder confidence, and loyalty within the TVET portfolio

·       Execution of strategic account plans and governance commitments

·       Solution adoption, utilisation, and realised value across client institutions

 

Internal & External Interfaces

·       Internal: Senior Leadership, Sales, Marketing, Support, R&D and Finance

·       External: Executive sponsors, senior stakeholders, procurement, and operational teams within customer organisations.

 

KEY SKILLS & COMPETENCIES

·       Strategic account leadership and relationship management capability, with the credibility to build trust across operational, management, and executive stakeholders.

·       Strong understanding of the TVET and broader higher education environment, including governance structures, regulatory requirements, funding pressures, and institutional operations.

·       Commercial acumen spanning contract management, renewals, revenue growth, forecasting, and account profitability.

·       Executive communication, stakeholder engagement, negotiation, and presentation capability.

·       Service delivery oversight and the ability to align cross-functional teams to client commitments, timelines, and service standards.

·       Strong judgement, problem-solving capability, and escalation management within complex client environments.

·       Analytical and reporting strength, with the ability to interpret account performance, risk exposure, adoption trends, and growth opportunities.

·       Change leadership and solution adoption capability, particularly across digital, data, automation, and AI-enabled solutions.

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Minimum Requirements
QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in Business, Commerce, IT, Engineering, or a related field.
• Postgraduate qualification or MBA would be advantageous.
• 6–10 years’ experience in account management, professional services, consulting, or a service delivery environment.
• 3–5 years’ experience in a management or leadership role.
• Proven track record in managing complex projects and diverse customer portfolios.

Desired Skills:

• Account Management
• Account Growth
• Contract renewal
• Service Delivery
• TVET
• Higher Education
• Student Management Systems