Kloof: Relationship Manager/Key Account Manager

FORMAL LEARNING REQUIREMENTS Matric and Diploma or Degree in Business, Communications, or Marketing EXPERIENCE REQUIREMENTS 24 years in a client-facing or account management role Experience in IT or technology sector (preferred) Valid drivers license with own reliable vehicle KNOWLEDGE AND SKILLS REQUIREMENTS Essential Knowledge CRM, admin, and ticketing systems IT services environment (advantageous) Written and verbal communication Admin discipline Time management Conflict resolution COMPETENCY REQUIREMENTS Results-driven Self-managed Detail-oriented Initiative Ownership mindset Interpersonal communication Recognising growth opportunities Structured follow-up Problem solving Prioritisation KPA’S Objectives: To maintain strong relationships and ensure long-term satisfaction Roles and Responsibilities: Serve as the main point of contact for assigned clients Conduct monthly review calls or check-ins Proactively manage client communications and expectations Follow up after implementations for feedback and continuous improvement Prevent service issues from escalating to senior management To ensure internal teams are aligned in delivering consistent service Roles and Responsibilities: Track open tickets and follow up to resolution Liaise with service desk, technicians and project teams Delivery teams receive the context and coordination needed to perform efficiently Monitor recurring issues and collaborate on resolution plans Maintain SLA visibility and ensure deadlines are met Assist with license, renewal, and hardware/software coordination Administration and growth responsibilities: To ensure clean, accurate admin To Identify opportunities to improve service, reduce risk, or expand value through existing offerings Keep CRM and client documentation updated (contacts, systems, SLAs, billing) Ensure contracts, billing, and documentation are accurate and up to date Identify upsell/cross-sell needs and refer to the Sales team Prepare monthly reports and notes as part of client engagement