Key Account Manager - Records & Information Management | Gauteng

ROLE PURPOSE

To support the New Business Development Execs in delivering high-quality service and solutions to clients in the records management space. The Key Account Manager plays a critical role in maintaining client satisfaction, ensuring operational excellence, identifying opportunities to grow business within existing accounts through add-on services and solutions and actively identify new business leads for respective New Business Development Exec.

To cross sell and upsell the company products and services to existing clients to achieve agreed sales and service targets.

To actively resolve all client queries that have been escalated to Key Account Manager within a reasonable timeframe.

KEY RESPONSIBILITIES include the following. Other duties may be assigned.

Client Relationship & Support

• Serve as the primary day-to-day contact for assigned clients.
  
• Ensure timely resolution of service requests and queries.
  
• Maintain strong client relationships and support retention efforts.
  

Onboarding Support

• Assist in the implementation and onboarding of records management solutions.
  
• Troubleshoot issues and escalate complex problems.
  

Business Development

• Identify and pursue add-on business opportunities within existing accounts.
  
• Monitor client usage and proactively suggest enhancements or new services.
  
• Actively identify new business leads for respective New Business Development Exec.
  
• Collaborate with the New Business Development Exec to develop tailored proposals and presentations.
  
• Meet and exceed sales targets
  

Operational Coordination

• Coordinate service delivery across internal teams (e.g., logistics, operations compliance).
  
• Ensure accurate documentation of client interactions and service changes.
  
• Ensure all Service Level agreements are current and valid.
  
• Prepare reports and insights for internal and client review
  
• Ensures effective documentation and records management as defined within the customer’s document retention strategy by informing customers of past due dates.
  

Requirements

MINIMUM QUALIFICATIONS, EXPERIENCE and KNOWLEDGE:

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Degree in Business Administration, Marketing Management, Information Management, or related field.
  
• 3 – 5 years of experience in a client-facing role customer service experience and at least 3 years sales experience.
  
• Must have excellent communication and interpersonal skills.
  
• Must pay attention to detail
  
• Strong technical aptitude and ability to understand and explain digital storage and compliance solutions.
  
• Proven ability to identify and pursue business growth opportunities.
  
• Proficiency in Microsoft Office and CRM systems
  

Key Competencies:

Technical Competencies

• Understanding of records management systems, image processing and cloud storage platforms, and compliance frameworks.
  
• Ability to translate technical features into business value.
  

Behavioural Competencies

• Customer Focus: Dedicated to meeting client needs and building trust.
  
• Initiative: Proactively identifies opportunities and takes action.
  
• Attention to Detail: Ensures accuracy in documentation and service delivery.
  

Leadership Competencies

• Collaboration: Works effectively with cross-functional teams.
  
• Communication: Clearly conveys information to clients and internal stakeholders.
  
• Problem Solving: Approaches challenges with a solution-oriented mindset.
  

Benefits