About the position
Role Purpose / Description
Promote, sell, and support company products and services to healthcare institutions in the private sector within the allocated territory. This role combines full-cycle sales with ongoing account management to:
- retain and grow existing customers,
- upsell and cross-sell additional products and services, and
- acquire new customers in the territory.
The Customer & Sales Account Manager acts as a trusted advisor to doctors' practices and other healthcare providers, maintaining strong relationships, identifying growth opportunities, and ensuring customers are effectively supported by the dedicated Support department.
Key Responsibilities
- Territory & Go-to-Market Management
- Develop and execute a territory go-to-market plan focused on customer retention, upsell and cross-sell, and new business generation.
- Build and maintain a balanced pipeline of opportunities sufficient to meet or exceed territory revenue, unit, and retention targets.
- Conduct regular territory reviews to identify growth opportunities, at-risk customers, and whitespace for new sales.
- New Business Development
- Generate leads via cold-calling, outbound outreach, networking, and other contact initiators.
- Qualify prospects and manage them through the full sales cycle, from initial contact to closing.
- Present and demonstrate company products and services at doctors' practices and other healthcare settings.
- Oversee the preparation, presentation, and signing of sales and user contracts prior to system installation.
- Customer Retention & Account Management
- Provide high-quality relationship management to existing customers via telephone, face-to-face visits, and written communication.
- Maintain regular post-installation and lifecycle contact to ensure satisfaction, strengthen relationships, and keep the account "warm".
- Act as a trusted advisor by identifying practice management enhancements or improvements using company products.
- Proactively identify at-risk customers, understand underlying issues (commercial, usage, competitive pressure), and implement retention strategies in collaboration with internal teams.
- Foster, develop, and maintain long-term relationships with key decision-makers and influencers within each account to maximize customer lifetime value.
- Upsell, Cross-Sell & Revenue Growth
- Maintain an updated and deep knowledge of all company products and services to identify upsell and cross-sell opportunities in existing accounts.
- Conduct regular business reviews with key customers to discuss performance, new requirements, and potential solutions, leading to upsell/cross-sell conversations.
- Make tailored product and service recommendations based on each customer's specific needs, pain points, and growth plans.
- Generate interest in new products or services and close upsell opportunities directly or coordinate with specialized sales resources where applicable.
- Align all account management activities with territory revenue, unit, and strategic product targets.
- Customer Relationship, Support Coordination & Training (Non-Technical)
- Serve as the primary commercial relationship owner while coordinating with the Support department for technical or operational issue resolution.
- Ensure customers know how to access and use the Support channels effectively (e.g., helpdesk, ticketing, knowledge base).
- Monitor and follow up on key support cases with high relationship or commercial impact, ensuring timely resolution and customer satisfaction (without replacing the Support function).
- Provide non-technical product guidance and high-level training conversations focused on:
- best-practice usage,
- adoption and optimization of existing solutions, and
- identifying needs that may lead to upsell or cross-sell.
- Use interactions around support, training, and health checks as opportunities to deepen the relationship and uncover additional sales opportunities.
- CRM & Administrative Responsibilities
- Perform thorough sales and account administration in SAP CRM, including detailed Activity, Lead, Opportunity, Account, and Forecast reporting.
- Maintain accurate and up-to-date records of all customer interactions, contracts, renewals, key contacts, and account plans.
- Use CRM data and reports to manage pipeline health, forecast accurately, and plan retention and growth activities.
- Market & Competitive Insight
- Provide regular market, customer, and competitive feedback into the company's marketing, product, and support teams.
- Contribute field insights to refine messaging, campaigns, product positioning, and service offerings in the territory.
- Stay current with program changes, sales strategies, product updates, and presentation materials.
- Collaboration & Continuous Improvement
- Understand and adhere to the company's sales processes and cycles, including collaboration with Support, Implementation, and Product teams.
- Attend all required sales, customer relationship, and product-related meetings and training sessions.
- Continuously develop skills in consultative selling, account management, and commercial negotiation.
Key Performance Indicators (KPIs)
- Territory revenue and unit targets achieved or exceeded.
- Customer retention and renewal rates in the territory.
- Upsell and cross-sell revenue from existing accounts.
- Growth in average revenue per customer and product penetration per account.
- Customer satisfaction and relationship health (e.g., surveys, feedback from Support, complaint trends).
- Pipeline coverage and forecast accuracy.
- Activity and data quality in SAP CRM.
Ideal Candidate Profile
What kind of person are we looking for?
- Experienced selling to professionals
- Has sold to qualified professionals (e.g. doctors, specialists, lawyers, accountants, healthcare managers).
- Confident, credible, and comfortable holding business conversations with time-pressured, highly educated decision-makers.
- Field-based, face-to-face hunter and farmer
- Strong field sales / door-knocking background - happy to walk into practices, introduce themselves and create opportunities.
- Prefers being out in the territory visiting practices rather than sitting behind a desk.
- Able to balance new business hunting with ongoing account management and retention.
- Target driven and customer focused
- Highly motivated by hitting and exceeding sales, upsell and retention targets.
- At the same time, genuinely customer-centric, building long-term relationships and acting as a trusted advisor.
- Uses upsell and cross-sell to add real value to the customer's practice, not just to close a deal.
- Consultative, professional communicator
- Strong in-person communication and presentation skills; can explain solutions clearly to doctors and practice staff.
- Asks good questions, listens well, and tailors' recommendations to each practice.
- Handles objections calmly and professionally.
- Organised, self-driven and resilient
- Plans their territory, routes, and visits efficiently and keeps CRM (e.g. SAP CRM) up to date.
- Works independently with minimal supervision; proactive in following up and closing opportunities.
- Resilient in the face of rejection and keeps a positive, energetic attitude.
- Requirements
- Experience in healthcare / medical software / practice management or similar B2B solutions. (Preferred)
- Valid driver's licence and willingness to travel extensively in the territory.
- Own transport
***Salary -R30,000.00 - R38,000.00 + Travel Allowance & Petrol Card + Health Insurance + Commission (Negotiable, based on skills, experience and in relation to current package)
Desired Skills:
