SUMMARY:

Key Objectives

• Ensure long-term client satisfaction and retention
• Maintain strong relationship management and service coordination
• Ensure accurate admin and documentation in support of service delivery
• Identify and refer opportunities for value-based client growth

POSITION INFO:
FORMAL LEARNING REQUIREMENTS

• Matric and Diploma or Degree in Business, Communications, or Marketing

• 2–4 years in a client-facing or account management role
• Experience in IT or technology sector (preferred)

• Essential Knowledge
• CRM, admin, and ticketing systems
• IT services environment (advantageous)
• Written and verbal communication
• Admin discipline
• Time management
• Conflict resolution

• Results-driven
• Self-managed
• Detail-oriented
• Initiative
• Ownership mindset
• Interpersonal communication
• Recognising growth opportunities
• Structured follow-up
• Problem solving
• Prioritisation

• 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

• 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