SafetyCloud Key Accounts Manager, Centurion

SafetySA · Centurion, Gauteng

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Responsibilities

Client Relationship Management

Build, maintain, and strengthen long-term relationships with key clients.
Serve as the primary point of contact for assigned key accounts.
Develop a thorough understanding of clients' business objectives, operational requirements, and strategic priorities.
Conduct regular client engagement meetings, business reviews, and relationship-building activities.
Ensure a high level of customer satisfaction through proactive account management.
Act as a trusted advisor by providing solutions that add value to the client's business.

Strategic Account Management

Develop and implement account plans aligned with client objectives and company growth strategies.
Identify opportunities to expand existing accounts through cross-selling, upselling, and additional service offerings.
Monitor client performance, market trends, and competitor activities to identify new opportunities.
Collaborate with clients to develop mutually beneficial growth initiatives.
Maintain a strategic view of account risks and implement mitigation plans where necessary.

Sales and Revenue Growth

Achieve revenue growth, retention, and profitability targets within the assigned portfolio.
Identify and pursue new business opportunities within existing accounts.
Prepare proposals, quotations, and commercial solutions that address client needs.
Support contract negotiations, renewals, and commercial discussions.
Drive account expansion and maximize customer lifetime value.
Contribute to the achievement of divisional and company sales objectives.

Stakeholder Management and Collaboration

Liaise effectively between clients and internal departments to ensure successful service delivery.
Collaborate with Operations, Sales, Finance, Customer Service, Training, and Technical teams.
Communicate client expectations, priorities, and requirements to internal stakeholders.
Facilitate resolution of operational issues impacting client delivery.
Ensure alignment between customer expectations and service capabilities.

Problem Solving and Issue Resolution

Act as the escalation point for complex client concerns and service issues.
Investigate client complaints and coordinate timely resolution.
Manage risk areas proactively to prevent service disruptions.
Maintain customer confidence through transparent communication and solution-focused engagement.
Ensure corrective actions are implemented and monitored to completion.

Reporting and Performance Management

Maintain accurate records of client interactions, opportunities, contracts, and activities within the CRM system.
Prepare and submit weekly, monthly, and quarterly account reports.
Monitor and report on account performance metrics, revenue targets, customer retention, and satisfaction levels.
Track forecasts, sales pipelines, contract renewals, and growth opportunities.
Provide insights and recommendations to management regarding client trends and business opportunities.
Contribute to strategic planning and business forecasting activities.

Customer Retention and Service Excellence

Develop retention strategies to enhance customer loyalty and long-term partnerships.
Monitor customer satisfaction and implement improvement initiatives.
Conduct client feedback sessions and identify areas for service enhancement.
Ensure service delivery consistently meets agreed service levels and expectations.
Promote a customer-centric culture across all interactions.

Market Intelligence and Industry Insights

Stay informed of industry developments, market trends, competitor activities, and emerging technologies.
Monitor customer and industry challenges to identify opportunities for value-added solutions.
Share market intelligence and customer feedback with relevant internal stakeholders.
Support strategic business development initiatives through industry knowledge and customer insight.

Reporting Processes

Provide weekly updates to the National Key Account Manager on account activity, client engagement, opportunities, risks, and action plans.
Prepare and submit monthly account performance reports, including revenue, retention, pipeline opportunities, customer satisfaction, and service performance.
Maintain accurate CRM records, ensuring data integrity and account visibility.
Participate in monthly, quarterly, and annual business review meetings.
Contribute to forecasting, budgeting, and growth planning processes.
Ensure all account documentation is maintained in accordance with company policies and governance requirements.

Requirements

National Diploma or Degree in Business Administration, Business Management, Project Management, Finance, Sales or Marketing.
Additional certifications in Account Management or Client Relations will be advantageous.

Minimum 3–5 years in Key Account Management, preferably in the Health & Safety, Compliance, or Training sectors.
Proven track record in client retention, strategic planning, and revenue growth.

Knowledge of occupational health and safety training and compliance services.
Knowledge of NOSA and general Training, Inspection and Certification services.
Knowledge of national and international occupational health, safety, and environmental HSE training and certification.