About the position
Role Description
The Customer Account Manager is responsible for managing a defined portfolio of existing customers and ensuring high levels of customer satisfaction, retention and revenue growth.
The role focuses on:
- Proactive account management and relationship building.
- Delivering a structured schedule of customer visits and engagement touchpoints.
- Identifying and closing upselling and cross-selling opportunities.
- Maintaining accurate Customer Relationship Management records and a reliable revenue pipeline.
Key Responsibilities
- Customer Relationships and Retention
- Act as the primary point of contact for an assigned portfolio of customers.
- Build and maintain strong relationships with key stakeholders, including doctors, practice managers and administrators.
- Proactively manage customer retention by identifying at-risk accounts early and taking appropriate action to stabilise and retain them.
- Conduct regular customer visits and engagements, either face-to-face or virtually, according to the agreed frequency.
- Ensure consistent customer engagement and the development of meaningful, long-term relationships.
- Account Management and Revenue Growth
- Take responsibility for the revenue performance of the assigned portfolio, with a clear focus on:
- Retaining existing revenue.
- Growing revenue through upselling and cross-selling.
- Understand each customer's business, use of the company's products and future requirements to identify relevant upselling and cross-selling opportunities.
- Present and position additional products and services to existing customers and successfully close suitable opportunities.
- Maintain and manage a revenue pipeline covering upselling, cross-selling and account-expansion opportunities.
- Customer Education and Value Realisation
- Maintain up-to-date knowledge of all company products, services and programmes.
- Provide product education and guidance to help customers maximise the value and use of the company's solutions.
- Act as a trusted advisor by recommending process or practice improvements based on the company's capabilities and recognised best practices.
- Assist customers in understanding how available products and services can support their operational and business requirements.
- Issue Coordination and Customer Advocacy
- Coordinate with the Support and Implementation teams to ensure that customer issues are addressed effectively and within the required timeframes.
- Monitor important or high-impact issues within the assigned portfolio.
- Follow up with customers to confirm that issues have been resolved and that they are satisfied with the outcome.
- Capture customer feedback and insights and communicate them to the relevant internal stakeholders, including Product, Marketing, Sales and Support.
- Identify opportunities to improve internal account-management processes and customer-engagement practices.
Key Performance Indicators
Performance will be measured according to the following indicators:
- Customer retention rate within the assigned portfolio.
- Adherence to the agreed customer-engagement schedule, including the number and quality of customer visits and contacts compared with the planned activity.
- Upselling and cross-selling revenue generated from existing customers compared with the monthly revenue target.
- Customer Relationship Management system discipline, including:
- Percentage of customer activities recorded.
- Completeness and accuracy of customer data.
- Revenue pipeline coverage.
- Accuracy and quality of forecasts.
Ideal Candidate Profile
Experience and Background
- Experience in account management, customer success or relationship management, preferably within a business-to-business, professional services or technology environment.
- Exposure to the healthcare industry or experience selling to and servicing professional practices, such as doctors, specialists and practice managers, will be a strong advantage.
- A proven track record of:
- Retaining customers and stabilising at-risk accounts.
- Growing revenue from an existing customer base through upselling and cross-selling.
- Comfortable working towards monthly revenue targets and account-level performance indicators.
- Experience using a Customer Relationship Management system to manage customer activities, revenue pipelines, sales opportunities and forecasts.
Skills and Competencies
Relationship Management and Customer Retention
- Able to build and maintain long-term, trust-based relationships with busy professionals.
- Skilled in conducting structured customer visits and engagements, both in person and virtually.
- Able to hold meaningful, value-driven conversations with customers.
- Capable of identifying early warning signs that a customer may be dissatisfied or considering leaving.
- Able to implement proactive actions to retain customers and strengthen relationships.
Commercial and Revenue-Growth Focus
- Understands how to connect customer needs and product usage with relevant upselling and cross-selling opportunities.
- Confident in presenting and positioning additional company products and services to existing customers.
- Able to manage a portfolio-based revenue pipeline.
- Capable of prioritising activities that support customer retention and revenue growth.
- Comfortable negotiating and closing additional sales opportunities.
Consultative and Educational Approach
- Possesses strong questioning and active-listening skills.
- Able to understand customer challenges and translate them into suitable solutions.
- Provides clear product guidance and helps customers gain maximum value from the solutions they use.
- Positions themselves as a trusted advisor rather than a transactional salesperson.
- Able to explain technical or complex product information clearly and professionally.
Organisation and Customer Relationship Management Discipline
- Highly organised when planning customer visits, follow-ups and engagement schedules across a portfolio.
- Diligent in recording all customer activities and maintaining complete, accurate and current information within the company's Customer Relationship Management system.
- Maintains accurate customer records, revenue pipelines and forecasts.
- Uses customer and account information to plan activities, prioritise accounts and manage pipeline health.
- Able to manage multiple accounts, responsibilities and deadlines effectively.
Collaboration and Customer Advocacy
- Works effectively with internal teams such as Support, Implementation, Sales, Marketing and Product to resolve issues and provide a seamless customer experience.
- Communicates customer feedback, concerns and insights effectively to the relevant internal stakeholders.
- Advocates for customers while balancing their needs with the company's commercial objectives.
- Contributes positively to cross-functional teamwork and information sharing.
Personal Attributes
- Customer-focused and service-orientated while remaining comfortable with commercial targets.
- Proactive and self-driven, taking full ownership of the assigned customer portfolio.
- Does not wait to be prompted before contacting customers or addressing potential concerns.
- A clear and professional verbal and written communicator with strong interpersonal skills.
- Analytical and structured, with the ability to interpret customer usage, revenue and pipeline information and turn it into practical actions.
- Resilient and adaptable, with the ability to manage difficult conversations, objections and changing customer requirements.
- Accountable, dependable and committed to delivering consistent results.
- Commercially aware and able to identify opportunities that benefit both the customer and the company.
***Salary - R22,000 - R32,000 + Petrol (Negotiable, based on skills, experience and in relation to current package)
Desired Skills:
