Account Managers at Securex

Duties and Responsibilities

• Serves as the main point of contact in all matters related to client concerns and needs.
• Serve as the main point of contact in all matters related to client concerns and needs.
• Handle inquiries and requests from customers and address their needs.
• Build and strengthen client relationships to achieve long-term partnerships.
• Maintain accurate client records, keeping track of any contract updates, service contracts, and renewals.
• Stay on top of accounts, making sure they receive services that are within their budget and meet their needs.
• Proactively identify and resolve client concerns.
• Ensure client accounts and all outstanding bills are up to date for payments.
• Work with sales and other internal teams to develop strategic marketing plans and ensure client KPIs are being met.
• Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients.
• Identify upsell, cross-sell, and renewal opportunities and communicate with the sales team regularly.
• Meet regularly with other team members to discuss progress and find new ways to improve business.
• Generate progress and prepare status reports for stakeholders against key account KPIs.
• Maintain the strictest level of confidentiality and professionalism when dealing with information concerning the company including company performance, pricing policies, marketing plans, new product development, salaries, and any other information.
• Manage account services through quality checks and other follow-ups.
• Communicate new product and service opportunities, special developments, information, or feedback gathered through field activity to appropriate company staff.
• Carry out regular client visits to establish customer requirements and satisfaction.
• Handle customer complaints in liaison with heads of departments.
• Follow up on incident reports with relevant heads of departments and ensure timely delivery to the clients.
• Carry out customer opinion surveys, analyze customer satisfaction and ensure follow-up.

Minimum Requirements and Competencies

• 3 to 5 years Job-Related Experience.
• First degree in business administration or related field ( A Masters Degree would be an added advantage).
• Proficiency with common customer success and customer relationship management software, such as Fresh Sales, Odoo, and Salesforce.
• Professional certifications (ex: from Strategic Account Management Association).
• Proven track record of meeting or exceeding quotas and receiving positive customer feedback.
• Professional experience in a complex, high-value service-based sales or customer service role, security experience is not mandatory.
• Ability to multitask and juggle several responsibilities simultaneously.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Tech-Savvy, well conversant with Microsoft Office, Excel, and PowerPoint, and capable of quickly learning new software applications.