About the position
POSITION SUMMARY
An exciting opportunity exists for an experienced Key Account Manager to oversee and manage a portfolio of service contracts while maintaining exceptional customer relationships and ensuring contract retention and profitability.
The successful candidate will be responsible for customer relationship management, contract negotiation and administration, revenue protection, compliance monitoring, and identifying opportunities to grow and expand the existing customer portfolio. The role requires a proactive and customer-focused professional with strong commercial acumen and excellent stakeholder management skills.
ABOUT THE COMPANY
Our client is a well-established organisation operating within the building, construction, and architectural sector. Renowned for its commitment to quality, innovation, and customer service, the company delivers specialised solutions to a diverse portfolio of commercial, residential, and infrastructure projects. With a strong market presence and a focus on operational excellence.
KEY RESPONSIBILITIES
Customer Service Management
- Maintain and strengthen customer relationships through regular interaction, communication, and follow-up.
- Manage customer queries, claims, and complaints, ensuring timely resolution and implementation of corrective actions.
- Maintain ongoing communication with customers regarding the status, condition, and performance of their equipment and service requirements.
- Provide recommendations and advice regarding repairs, maintenance requirements, and future service needs.
- Participate in customer satisfaction initiatives and assist in the development and implementation of action plans to improve service delivery.
- Analyse current, historical, and prospective customer accounts to identify opportunities for portfolio growth and expansion.
- Identify key customer stakeholders and decision-makers within assigned accounts.
- Monitor customer engagement closely to identify early warning signs of dissatisfaction or potential contract cancellation and immediately escalate concerns to the Service Leader.
- Conduct regular customer visits and service reviews to maintain strong working relationships.
Contract Negotiation & Management
- Coordinate the preparation, review, and negotiation of service agreements, renewals, and contractual amendments.
- Draft, negotiate, and finalise service contracts in accordance with company policies and customer requirements.
- Ensure all contract documentation is accurately maintained and updated.
- Identify customer needs and recommend contract amendments or additional service agreements that support business growth.
- Manage contract renewal processes to ensure customer retention and continuity of service.
- Monitor contractual obligations and service delivery requirements to ensure compliance.
Financial Management
- Protect and grow the revenue base within the assigned portfolio.
- Contribute towards the achievement of operational and financial targets.
- Monitor contract profitability and identify opportunities to improve financial performance.
- Prepare and submit reports on contract status, risks, opportunities, and portfolio performance.
- Support the collection of outstanding accounts and assist with debtor management where required.
- Ensure timely follow-up on quotations, outstanding offers, and contract renewals.
- Track and report on revenue growth opportunities within existing customer accounts.
Risk & Compliance Management
- Identify contractual, operational, and commercial risks associated with customer agreements.
- Develop and implement risk mitigation plans where necessary.
- Ensure compliance with contractual obligations, company standards, industry regulations, and statutory requirements.
- Monitor service delivery to ensure contractual commitments are consistently met.
- Conduct inspections and audits of completed service work to ensure quality standards and regulatory compliance.
- Provide the Service Leader with regular reports on contract renewals, outstanding quotations, customer risks, and overdue accounts.
Continuous Improvement
- Monitor competitor activities, service offerings, and market trends to identify opportunities for improvement and growth.
- Maintain and update the contract sales pipeline and associated performance metrics.
- Analyse contract management processes and recommend improvements to increase efficiency and customer satisfaction.
- Support initiatives aimed at improving customer retention, service delivery, and operational performance.
- Contribute to the development and implementation of best practices within the account management function.
Experience
- 5 years' experience in Key Account Management, Customer Service Management, Contract Management, or a related commercial role.
- Proven experience managing customer contracts, renewals, and service agreements.
- Experience within a technical services, facilities management, engineering, maintenance, construction, or property-related environment will be advantageous.
Technical Skills
- Contract negotiation and administration.
- Customer relationship management.
- Financial and commercial awareness.
- Risk management and compliance monitoring.
- CRM and contract management systems.
- Microsoft Office Suite.
- Reporting and analytical skills.
KEY COMPETENCIES
- Customer Focus
- Relationship Building
- Negotiation Skills
- Commercial Acumen
- Problem Solving
- Planning and Organising
- Attention to Detail
- Communication Skills
- Conflict Resolution
- Accountability
- Results Orientation
- Professionalism
KEY PERFORMANCE INDICATORS (KPIs)
- Customer retention and contract renewal rates.
- Customer satisfaction levels.
- Portfolio revenue growth.
- Achievement of financial and operational targets.
- Reduction in contract cancellations.
- Timely renewal of service agreements.
- Outstanding debt management.
- Contract compliance and audit results.
- Growth of service agreements within the existing customer base.
***Salary - R550,000.00 - R680,000.00 Per Annum + Travel Allowance + Fuel Card+ Pension Fund+ Provident Fund+ Lucrative Commission Structure (Negotiable, based on skills, experience and in relation to current package)
Desired Skills:
