Account Manager / Customer Relationship Manager

At Dotcom, we pride ourselves on our culture that is made up of impeccably skilled, passionate professionals. Our team varies from veterans of the industry to fresh faced young bloods who are ready to shape the future. If you believe that you’re a fit and feel as if Dotcom is an environment you can thrive in... then WE WANT YOU!

Account managers act as client advocates and work with internal departments to ensure that client needs are understood and satisfied. They may assist with making sales, handling client complaints, collecting and analyzing data, and improving the overall customer experience.

We are searching for communicative candidates who are proactive and passionate about company services and the clients they serve. Account managers will act as a point of contact for their clients and manage the administration of consultants who provide services to those clients. They will build long-lasting, mutually beneficial relationships with their contacts and consultants, always striving to find the solutions which best fit the individual needs of the client. They also aid internal departments by collecting information, capturing timesheets and entries into the company’s CRM, handling and resolving client and consultant queries as they arise. The account manager will also obtain and capture sales leads and testimonials, assist in the processing and analysis of client data and complaints, and identifying industry trends.

To succeed in this position, candidates should have exceptional communication, computer, and problem-solving skills. You should be resourceful, analytical, adaptable, and organized with the ability to build rapport with clients.

Responsibilities:

• Engage with allocated clients on a daily/weekly basis, ensuring that all their needs are met and that resources are performing as expected.
• Engage with consultants placed at various clients on a weekly basis, ensuring that they are performing and that they are happy.
• Capturing all client related and consultant related data into the company’s CRM system
• Communicating with clients to understand their needs and explain Dotcom’s value.
• Building relationships with clients and consultants based on trust and respect.
• Collaborating with internal departments to facilitate client need fulfilment.
• Collecting and analyzing data to learn more about consumer behaviour.
• Keeping accurate records pertaining to client discussions.
• Maintaining updated knowledge of company products and services.
• Resolving complaints and preventing additional issues by improving processes.
• Identifying industry trends.
• Acting as a client advocate with a focus on improving their experience.
• Aid in growing the consulting business, by picking up leads from existing clients.

Requirements

• Matric
• IT Diploma or Degree
• Exceptional verbal and written communication skills.
• Excellent computer skills and be proficient in MS Office applications (i.e. Word, Powerpoint, Excel)
• Excellent customer relationships skills
• Experience with resource management – IT consultants
• In depth knowledge and understanding of the Information technology sector, with special focus on solutions offering, consulting and cloud services.

Soft Skills

1. Be excited about collaborating and communicating closely with teams and other stakeholders via a distributed model, to regularly deliver development solutions for approval.
2. Be passionate about resolving client pain points.
3. Be open to receiving feedback and constructive criticism.
4. Research and showcase knowledge in the industry’s latest trends and technologies.
5. Interacting well with others since teamwork is common.
6. Exhibiting a commitment to lifelong learning since technology is always changing.
7. Thinking outside the box to solve problems creatively.
8. Communicating effectively so that all involved understand what is being done.
9. A meticulous and organized approach to work.
10. A logical, analytical, and creative approach to problem-solving.
11. A thorough, detail-oriented work style.