About the position
ENVIRONMENT:
A dynamic Financial Solutions Provider seeks a Key Account Manager to look after its portal client base at its KwaZulu-Natal division. This will include onboarding new clients quickly and accurately, keeping every portal client well serviced and retained, growing existing accounts and Debtor monitoring, and converting demos and existing consultancy and BCB clients onto the portal, working alongside the Credit Risk Advisors. The ideal candidate must preferably have a suitable 3-year Degree; five years' relevant experience in service delivery or client relationships will be accepted instead. A Credit Risk Management background is preferred, and you will also require experience with contract drafting and client onboarding in line with the New Client Take-On SOP and setting up clients on CreditSphere360: branches, users, modules, risk report rates, levels of authority, Debtor monitoring and credit applications.
DUTIES:
Client Service and Retention -
- Clients are placed in service tiers by monthly billing at the start of each year.
- Tier 1, your top clients by monthly billing: visit each in person with the servicing CRA at least once a year. A large client signed during the period may be added to Tier 1 by the Sales Director.
- Tier 2, clients above an agreed billing threshold: call at least once a quarter.
- Tier 3, all other clients: call at least twice a year.
- Record every visit and call as a meeting note under Client Manager ? Meetings on the day; the Sales Director spot-checks meeting notes each quarter.
- Where you are concerned about a client's portal fee or usage, see the client with the servicing CRA.
- Keep and grow your existing book: identify customer risks early and act on them and grow existing clients through more Debtors monitored and added modules or branches.
- Complete each client's annual licence fee review before the anniversary of their agreement, so the annual increase is agreed and billed; the Sales Director confirms this once a year.
- Record every cancellation with its date and reason in the client overview.
Escalations and Issue Resolution -
- Resolve client issues quickly; where an issue needs escalating, escalate it to the servicing CRA promptly (and to the Regional or Credit Manager and Sales Director where needed) and keep the CRA informed until it is closed.
- Record escalations in the Escalation Log and pass client suggestions on to the right team.
New Client Onboarding (New Client Take-On SOP) -
- Draft the client agreement within 1 business day of the CRA's instruction, copying the relevant Credit Manager.
- Send the agreement to the client within 2 business days of drafting, copying the CRA. Where the CRA sends it, they copy you.
- Follow up and update the CRA at least every 2 business days until the agreement is signed.
- Send the signed agreement to the Financial Director within 1 business day of receiving it.
- Load the client onto the BCM / BCB system within 1 business day of receiving the signed Internal Take on Form, using the agreement, insurance policy, broker nomination and take-on form, in line with the system onboarding manual.
- Verify the captured data, then sign and send the Internal Take-on Form to the relevant Executive within 1 business day of loading, copying the lead initiator, the CRA who brought in the business and the servicing CRA.
- Keep all correspondence in the email thread titled 'INTERNAL CLIENT TAKE ON FORM'; the Sales Director checks a random sample of onboardings from these threads each quarter.
- Escalate agreement queries to the Managing Director and record any delay caused by others in the 'INTERNAL CLIENT TAKE ON FORM' email thread. Broker nominations, insurance policies and completing the take-on form are the CRA's responsibility.
- Complete onboarding and training so that every new client uses the full CreditSphere360 service agreed.
- Accurate onboarding protects the correct allocation of commission.
CreditSphere360 Onboarding (converted clients) -
- Phase 1, within 1 business day (24 hours) of conversion: create the client's branches and branch information; create users and passwords; set up the customer modules and functions; set the risk report rates; set the levels of authority.
- Record a meeting note under Client Manager ? Meetings saying 'Phase 1 complete' on the day it is
- done.
- Full onboarding, within 5 business days of conversion: set up debtor monitoring and the credit application, then record a meeting note saying 'Full onboarding complete'.
- Where the client causes a delay (for example, debtor lists or documents not provided), record the reason in the meeting note and inform the Sales Director and the servicing CRA.
- Set the client up completely and accurately, so that neither the client nor the CRA has to come back to correct it.
Debtor Monitoring and Industry Age -
- Grow Debtor monitoring towards the agreed utilisation range; no client should have zero Debtors monitored more than 3 months after take-on.
- Support the branch Industry Age target by driving clients to submit and load their age analyses.
Demos, Sales and Pipeline -
- Run CreditSphere360 demos to a high standard and record every demo and its outcome in the Demo Log; demo quality is measured through the demo conversion rate.
- Convert demos into portal clients and follow up every open proposal.
- Achieve an agreed new monthly billing target and keep the sales leads tracker current.
- Attend the first-Friday sales meeting and give feedback on client conversations.
- Identify upsell opportunities across services, including BCB reports, debt recovery, credit insurance and KYC / FICA compliance.
Client Activity Reporting -
- Each quarter, prepare a client activity report for the Sales Director from CreditSphere360 usage data and present it at the first-Friday sales meeting after quarter end.
- Report the number of logins per user for every portal client, and flag users who are not logging in. Users expected to log in rarely, such as a signatory who only approves limits above R1m, are marked as expected low use rather than flagged.
- Report credit applications sent vs completed through the portal, debtor monitoring usage %, and the number of applications requested through the portal.
- Follow up every flagged user and low-usage client (for example with training or a visit with the CRA) and record the action taken.
Billing and Administration -
- Ensure billing and invoicing are correct for your clients.
- Keep the CRM and client accounts accurate and up to date.
- Give feedback on results, client interactions and highlights at the first-Friday sales meeting.
- Maintain the SOPs for your role, including portal onboarding, portal termination and the sales leads tracker.
REQUIREMENTS:
Qualifications –
- A 3-year Degree is preferred; five years' relevant experience in service delivery or client relationships is accepted instead.
Experience/Skills –
- 3-5 Years' experience in Account Management or Customer Service.
- A proven record of keeping and growing client relationships.
- Confident demonstrating and setting up a software platform for clients.
- A Credit Risk Management background is preferred.
- Presenting and demonstrating CreditSphere360 to clients and prospects.
- Accurate contract drafting and client onboarding in line with the New Client Take-On SOP.
- Setting up clients on CreditSphere360: branches, users, modules, risk report rates, levels of authority, Debtor monitoring and credit applications.
- Relationship building and client retention.
- Sales pipeline management and forecasting.
- Analysing client usage data and reporting it clearly.
- Judgement on what needs escalating, and following it through.
- Communication and interpersonal skills.
- Computer skills: CreditSphere360, the CRM and sales leads tracker, and Microsoft Office.
ATTRIBUTES:
Responsibility & Accountability - Responsibility is the obligation to perform the task or comply with the rule.
Accountability is answerability for the outcome of the task or process.
Teamwork - Teamwork is selfless and focuses on the end goal: the whole is greater than the sum of its parts. Measured on the trust within your team and peers.
Integrity & Respect - Know and do what is right. Treat others how you want to be treated. Stand up
for what's right.
Transparency - Communicate clearly and directly, positive or negative, so that all stakeholders have the information needed to deliver. Be the eyes and ears of management on quality and staff wellbeing. If you believe there might be a problem, talk about it.
Innovation & Initiative – Embrace change and drive it. Challenge the status quo of traditional thinking in
your area of expertise to create effective solutions that reduce our clients' risk. When you ask for advice, bring the solution you think may work and be a problem solver at heart.
Passion - Know why you do what you do, love what you do and the people you work with and serve, wake up excited to come to work and go home fulfilled, and have purpose.
Desired Skills:
