Closing date: 24 June 2026
Purpose
To manage and grow strategic client relationships by delivering tailored solutions, maintaining high levels of service, and identifying opportunities for business expansion. This role plays a key part in SafetySA’s mission by ensuring client satisfaction and supporting sustainable revenue growth through trusted partnerships.
Responsibilities:
Client Relationship Management
- Build, maintain, and strengthen long-term relationships with key clients.
- Serve as the primary point of contact for assigned key accounts.
- Develop a thorough understanding of clients' business objectives, operational requirements, and strategic priorities.
- Conduct regular client engagement meetings, business reviews, and relationship-building activities.
- Ensure a high level of customer satisfaction through proactive account management.
- Act as a trusted advisor by providing solutions that add value to the client’s business.
Strategic Account Management
- Develop and implement account plans aligned with client objectives and company growth strategies.
- Identify opportunities to expand existing accounts through cross-selling, upselling, and additional service offerings.
- Monitor client performance, market trends, and competitor activities to identify new opportunities.
- Collaborate with clients to develop mutually beneficial growth initiatives.
- Maintain a strategic view of account risks and implement mitigation plans where necessary.
Sales and Revenue Growth
- Achieve revenue growth, retention, and profitability targets within the assigned portfolio.
- Identify and pursue new business opportunities within existing accounts.
- Prepare proposals, quotations, and commercial solutions that address client needs.
- Support contract negotiations, renewals, and commercial discussions.
- Drive account expansion and maximize customer lifetime value.
- Contribute to the achievement of divisional and company sales objectives.
Stakeholder Management and Collaboration
- Liaise effectively between clients and internal departments to ensure successful service delivery.
- Collaborate with Operations, Sales, Finance, Customer Service, Training, and Technical teams.
- Communicate client expectations, priorities, and requirements to internal stakeholders.
- Facilitate resolution of operational issues impacting client delivery.
- Ensure alignment between customer expectations and service capabilities.
Problem Solving and Issue Resolution
- Act as the escalation point for complex client concerns and service issues.
- Investigate client complaints and coordinate timely resolution.
- Manage risk areas proactively to prevent service disruptions.
- Maintain customer confidence through transparent communication and solution-focused engagement.
- Ensure corrective actions are implemented and monitored to completion.
Reporting and Performance Management
- Maintain accurate records of client interactions, opportunities, contracts, and activities within the CRM system.
- Prepare and submit weekly, monthly, and quarterly account reports.
- Monitor and report on account performance metrics, revenue targets, customer retention, and satisfaction levels.
- Track forecasts, sales pipelines, contract renewals, and growth opportunities.
- Provide insights and recommendations to management regarding client trends and business opportunities.
- Contribute to strategic planning and business forecasting activities.
Customer Retention and Service Excellence
- Develop retention strategies to enhance customer loyalty and long-term partnerships.
- Monitor customer satisfaction and implement improvement initiatives.
- Conduct client feedback sessions and identify areas for service enhancement.
- Ensure service delivery consistently meets agreed service levels and expectations.
- Promote a customer-centric culture across all interactions.
Market Intelligence and Industry Insights
- Stay informed of industry developments, market trends, competitor activities, and emerging technologies.
- Monitor customer and industry challenges to identify opportunities for value-added solutions.
- Share market intelligence and customer feedback with relevant internal stakeholders.
- Support strategic business development initiatives through industry knowledge and customer insight.
Reporting Processes
- Provide weekly updates to the National Key Account Manager on account activity, client engagement, opportunities, risks, and action plans.
- Prepare and submit monthly account performance reports, including revenue, retention, pipeline opportunities, customer satisfaction, and service performance.
- Maintain accurate CRM records, ensuring data integrity and account visibility.
- Participate in monthly, quarterly, and annual business review meetings.
- Contribute to forecasting, budgeting, and growth planning processes.
- Ensure all account documentation is maintained in accordance with company policies and governance requirements.
