Overview
Property Rights Specialist Jobs in Randburg, South Africa at Thungela
Location: Randburg
As an Account Manager (AM) at Ello Technology, you will be the primary point of contact for your assigned clients, ensuring the delivery of exceptional customer service and building strong relationships. Your main responsibilities include driving customer satisfaction, resolving client issues, and aligning our services with customer needs to foster long-term partnerships. Additionally, you will work closely with internal teams to ensure clients’ needs are addressed proactively and effectively, contributing to customer retention and revenue growth.
Requirements
Client Relationship Management: Build and maintain strong trust-based relationships with key stakeholders in assigned accounts.
Customer Satisfaction: Ensure high levels of customer satisfaction by providing timely and effective support and ensuring that clients’ expectations are exceeded.
Issue Resolution: Serve as the main point of contact for resolving client issues, coordinating with technical teams to ensure prompt resolution.
Account Growth: Identify upselling and cross-selling and new customer acquisition opportunities by aligning client needs with Ello Technology’s services to drive account growth and increase Monthly Recurring Revenue (MRR).
Customer Advocacy: Act as an advocate for the client within Ello Technology, ensuring that their feedback is heard and actioned to continuously improve services.
Proactive Communication: Anticipate client needs and provide proactive recommendations to enhance their experience with our services.
Internal
Collaboration:
Work closely with the Customer Success teams to deliver seamless service to clients.
Retention and Renewal: Focus on retaining clients by ensuring they receive value from our services, driving contract renewals.
Reporting: Provide regular updates and reports to management on account performance, customer satisfaction, and potential risks.
Skills and
Competencies:
Customer-Centric: Passionate about providing exceptional customer experiences.
Strategic Thinking: Ability to understand clients’ long-term goals and offer solutions that align with their business objectives.
Communication: Excellent verbal and written communication skills with the ability to simplify technical information for non-technical audiences.
Proactive Problem Solving: Able to anticipate potential issues and address them before they escalate.
Resilience: Adaptable and able to handle challenges in a fast-paceddynamic environment.
Collaboration: Strong team player able to work across departments to ensure the delivery of top-notch service.
Attention to Detail: Ability to manage multiple accounts and track details to ensure no client needs are overlooked.
Compensation Structure:
Commission Structure: Performance Targets, KPIs, and Commission Structure.
Annual Bonus Structure:
Performance-Based Bonus KPI:
85-89 Points: Meets Expectations
Bonus: 5% of gross annual salary.
90-94 Points: Exceeds Expectations
Bonus: 8% of gross annual salary.
95-100 Points: Exceptional Performance
Bonus: 10% of gross annual salary.
Review and Adjustments:
Monthly Review: Performance scores are reviewed monthly to provide immediate feedback and identify areas for improvement.
Annual Review: The 12-month average will be reviewed to determine bonus eligibility and to discuss potential adjustments in responsibilities or targets based on the year’s performance.
This structured approach ensures transparency in how performance metrics are clearly defined and directly tied to reward mechanisms, fostering a culture of continuous improvement and recognition of high performance.
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Title: Property Rights Specialist
Company: Thungela
Location: Randburg, South Africa
Category: Customer Service/HelpDesk (Client Relationship Manager, Customer Success Mgr./ CSM, Customer Service Rep)
