Johannesburg: IT Client Success Consultant posted by ICTEngage

We are seeking a dynamic and results-oriented IT Account Manager (Client Success Consultant) to join our client’s team. In this role, you will be the primary point of contact for our clients, responsible for ensuring their success and satisfaction with our services. You will build and maintain strong relationships, understand client needs, and work closely with internal teams to deliver tailored IT solutions. Your goal will be to drive client retention, growth, and overall satisfaction.

The company is a leading provider of innovative IT solutions, dedicated to delivering exceptional service and technology-driven results to our clients. We pride ourselves on our commitment to excellence, our collaborative team culture, and our passion for helping our clients succeed.

?Key Responsibilities:

• Serve as the main point of contact for assigned clients, providing exceptional customer service and support.
• Develop and maintain strong, long-lasting client relationships by understanding their needs, objectives, and challenges.
• Collaborate with internal teams (e.g., sales, technical support, product development) to ensure client needs are met and expectations are exceeded.
• Conduct regular client meetings to review performance, address concerns, and identify opportunities for improvement and growth.
• Proactively identify and address potential issues, providing timely and effective solutions.
• Monitor and report on client satisfaction and success metrics, using this data to drive continuous improvement.
• Stay up to date with industry trends, products, and services to provide informed recommendations to clients.
• Develop and implement client success plans, ensuring alignment with their business goals.
• Assist in the development and execution of client onboarding processes to ensure a smooth and successful start.
• Act as an advocate for the client within the company, representing their interests and ensuring their voice is heard.
• Daily management of client accounts to ensure they continue to do business with the company.
• Show clients the value they can enjoy if they continue to use the company’s products or services.
• Build long-term relationships with customers based on trust, respect, and value.
• Communicate with clients to understand their needs and provide the details and value of products and services.
• Serve as the first contact person on matters relating to customer accounts.
• Manage customer accounts, including contract negotiations, to meet client expectations and maximize profits.
• Compile accurate client account notes and inventory records.
• Collect, compile, analyze and interpret data to provide actionable insights on customer behavior to guide decision-making.
• Improve the buying experience by acting as an advocate for client needs.
• Find upsell, renewal, and cross-selling opportunities and inform the sales department of potential business leads.
• Demonstrate in-depth knowledge of company products or services, including Cybersecurity, Hosting, Cloud, 365, IT managed Services, LAN infrastructure, Voice, and ISP services.
• Identify industry trends that the company can use to improve customer satisfaction.
• Resolve customer issues promptly and prevent escalation of issues.
• Create strategies to meet customer needs.

Requirements?

• Bachelors degree in information technology, Business, or a related field (or equivalent work experience).
• Must have at least 5 years of experience in IT account management.
• Proven track record of growing business within a customer base.
• Strong understanding of IT services, solutions, and industry trends.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships.
• Exceptional problem-solving skills, with a proactive and solution-oriented mindset.
• Ability to manage multiple clients and projects simultaneously, with strong organizational and time management skills.
• Demonstrated ability to achieve and exceed client satisfaction and retention goals.
• Proficiency in using CRM software and other client management tools.
• Ability to work collaboratively with cross-functional teams and manage client expectations effectively.
• Strong analytical skills, with the ability to interpret data and make data-driven decisions.
• Professional attitude, with a commitment to delivering exceptional service and results.

Benefits

• Competitive salary
• Opportunities for professional growth and development
• A supportive and collaborative work environment