The Role This is a client-focussed position responsible for managing and nurturing a portfolio of smaller and non-SLA clients. Your primary goal will be to keep these clients engaged, informed and retained while identifying opportunities to cross-sell, upsell and where applicable, convert non-SLA clients into contracted service agreements. This is not a senior or technical role, but it does require someone who is confident on the phone and in client meetings, organised enough to manage a large number of accounts simultaneously, and commercially aware enough to spot an opportunity when it arises. You will be the consistent point of [contact details removed] who might otherwise fall through the cracks and your job is to make sure they don't. What You Will Be Doing Proactively reaching out to and maintaining regular [contact details removed] a portfolio of assigned clients Building trusted relationships across your client base to drive retention and satisfaction Identifying and acting on cross-sell and upsell opportunities Working to convert non-SLA clients into contracted service agreements Translating service updates and performance into clear, meaningful communication for clients Documenting interactions, actions and follow-ups to ensure nothing slips Flagging at-risk accounts early and implementing retention strategies Collaborating with internal service delivery and technical teams to resolve client issues promptly What We Are Looking For 3 years of experience in account management, customer success or client relationship management Proven ability to manage multiple client accounts simultaneously Strong communication and relationship-building skills confident, clear and professional Commercially minded with an ability to identify growth and conversion opportunities Organised, proactive and detail-oriented Comfortable working in a fast-paced environment without dropping the ball on any account Experience with CRM or ITSM tools advantageous (ConnectWise, Autotask or similar) Proficient in Microsoft 365 An understanding of IT services or managed services is essential Grade 12 essential; a relevant diploma or degree in Business or IT is advantageous Valid South African driver's licence and own vehicle What Success Looks Like You will know you are doing well when your clients feel looked after, when they stay, when they grow with the company and when those who were using the company on an ad hoc basis are ready to commit to a formal agreement. Location: Rivonia, Sandton fully office-based with minimal travel as required If you are someone who genuinely enjoys building relationships, keeping people informed and finding the opportunity in every conversation, we would love to hear from you. To apply, please submit your CV and a brief cover letter outlining your relevant experience.

Minimum Requirements: Proven experience in Customer Success, Account Management, or a similar client-facing role, with team leadership experience Strong commercial acumen with a track record in renewals, retention, and revenue growth Experience working cross-functionally across sales, operations, and service delivery Background in IT, technology, telecoms, or ISP environments Experience managing strategic or key client relationships and driving customer lifecycle outcomes Exposure to customer success frameworks, CRM systems, and data-driven decision-making Relevant tertiary qualification (advantageous) Key Responsibilities and KPI's Lead, coach, and manage a team of Account Managers in a fast-paced, growth-oriented environment Drive a culture of accountability, professionalism, and continuous improvement Set clear performance expectations and monitor individual and team KPIs Upskill the team to engage clients in consultative, outcome-driven conversations Develop and execute strategies to drive customer retention, reduce churn, and improve renewals Drive account expansion through upselling and cross-selling of connectivity, managed IT services, cloud, cybersecurity, and communications solutions Maintain a strong focus on recurring revenue and long-term client value Adopt a hands-on management style with clear goals and expectations Ensure team targets are consistently met and exceeded Build and maintain strong relationships with key and strategic clients Ensure clients receive measurable value from solutions and services Proactively manage client health, identifying risks and opportunities early Ensure effective use of CRM systems to keep administrative tasks up to date Lead client reviews, success planning sessions, and roadmap discussions Act as a bridge between customer success, sales, service delivery, finance, and operations Track, monitor, and report on sales performance, including KPIs and management reports Maintain accurate account information, forecasts, and client insights Provide accurate reporting on customer health, retention, expansion, and revenue trends Participate in management meetings with clear, data-driven updates Evolve customer success processes into a proactive, scalable, and repeatable model Maintain a strong understanding of the organisations technology stack and service offerings Key Performance Indicators: Client Retention % measured by reducing monthly cancellations and managing churn against the existing client base (e.g. target of ±2%) Revenue Growth % achievement of overall team revenue targets, typically based on growth in monthly billing or gross profit Team Activity Levels ensuring consistent daily client engagement, including meetings, calls, and quotes Product Uptake execution of strategies to increase adoption of specific products, measured against defined targets Customer Health Score client satisfaction measured through periodic surveys and feedback Sales Team Capability ensuring ongoing product training and relevant certifications within the team Reporting Accuracy delivery of accurate sales and forecasting reports on a monthly basis Contract Coverage increasing the percentage of clients on active contracts and reducing non-contracted clients