About the position
Introduction
We are looking for an experienced Key Account Manager to take ownership of strategic relationships with assigned TVET College customers. The successful candidate will be responsible for delivering an exceptional customer experience, driving customer retention and contract renewals, identifying revenue growth opportunities, and ensuring customers realise maximum value from ITS Integrator solutions and services.
This role will serve as a trusted advisor to TVET Colleges, engaging with executive and operational stakeholders while working closely with internal teams to ensure service delivery excellence, customer satisfaction and long-term account growth.
Description
Key Responsibilities
- Develop and manage strategic account plans for assigned TVET Colleges.
- Build and maintain strong relationships with executive and operational stakeholders.
- Drive customer retention, contract renewals and SLA renewals.
- Identify and develop upselling and cross-selling opportunities.
- Monitor customer satisfaction, adoption, account health and service performance.
- Conduct regular governance meetings and executive account reviews.
- Proactively identify account risks and implement early intervention strategies.
- Manage customer escalations and coordinate internal teams to ensure timely resolution.
- Ensure customer expectations are aligned with service commitments and agreed SLAs.
- Work closely with Service Managers, Support, Professional Services, Product Development, Finance, Sales and Marketing teams.
- Support the onboarding and adoption of new services and customer initiatives.
- Provide sector-informed guidance relating to TVET operations and technology enablement.
- Translate customer challenges into technology-enabled solutions.
- Advocate for customer requirements within product and service planning.
- Drive customer satisfaction, value realisation and expanded utilisation of solutions and services.
Key Performance AreasSuccess in this role will be measured through:
- Customer retention and renewal rates.
- SLA renewal achievement.
- Revenue growth and upselling performance.
- Customer satisfaction and executive stakeholder confidence.
- Reduction in customer escalations through proactive engagement.
- Successful service onboarding and adoption.
- Account profitability and growth.
- Effective governance and stakeholder engagement.
Minimum Requirements
- Bachelor’s Degree inBusiness, Commerce, Information Technology or a related field.
- Postgraduate qualification will be advantageous.
- Minimum8 years’ experience in Account Management, Customer Success, Service Delivery or Consulting.
- Minimum 3 years’ experience engaging with executive-level stakeholders.
- Proven experience managing strategic customer accounts and long-term client relationships.
- Demonstrated experience in customer retention, contract renewals and commercial engagement.
- Proven experience identifying and driving upselling and cross-selling opportunities.
- Experience with technology services and enterprise software environments.
- Experience managing SLAs, service delivery and customer escalations.
- Experience withinHigher Education, TVET or public-sector environments will be advantageous.
Key Skills & Competencies- Strategic Account Management
- Customer Success & Retention
- Executive Stakeholder Engagement
- Commercial & Contractual Management
- Relationship Management
- Negotiation & Influencing
- Conflict Resolution
- Service Delivery Management
- Analytical & Problem-Solving Skills
- Strong Communication & Presentation Skills
- Enterprise Technology Knowledge
- TVET Sector Understanding
Desired Skills:
- TVET
- Key Accounts Management
- Customer Retention
- Contract Renewals
- Upselling & Cross-Selling
- Customer Success
- Executive Stakeholder Engagement
