Account Manager

Position Title: Account Manager

Reports To: Head of Account Management

Location: Hybrid - Johannesburg Office & Remote

Department: Account Management

Job Purpose:

The Account Manager is responsible for managing a diverse portfolio of client accounts. The role focuses on client retention, revenue growth, contract renewals, and consistent engagement. Account Managers act as trusted advisors, ensuring clients derive maximum value from Trade Shield’s solutions while identifying opportunities for expansion.

1. Client Retention (30%)

Ensuring the long-term success of Trade Shield’s clients by proactively managing contract renewals, mitigating churn risks, and maintaining high retention rates.

• Lead contract renewal processes, ensuring seamless transitions and minimising client churn.
• Identify early signs of disengagement or dissatisfaction and take proactive measures to address concerns.
• Ensure smooth migration of month-to-month clients to 12-month agreements to drive long-term commitment.
• Work closely with internal teams to resolve client issues efficiently, preventing escalation.
• Educate clients on Trade Shield’s value proposition, reinforcing the importance of continued partnership.

2. Relationship Management & Engagement (25%)

Building and maintaining strong, trust-based relationships with key stakeholders to drive client satisfaction and loyalty.

• Act as the primary point of contact for clients, ensuring they receive a high level of engagement and support.
• Conduct regular check-ins, including Quarterly Business Reviews (QBRs) and Strategic Business Reviews (SBRs), to assess client satisfaction and strategic alignment.
• Develop deep relationships with key decision-makers, including CFOs, Credit Managers, and Risk Leaders, to strengthen Trade Shield’s position as a strategic partner.
• Provide advisory support to clients, helping them enhance their credit decisioning and risk management processes.
• Foster a customer-first mindset within internal teams, ensuring all interactions contribute to long-term client relationships.

3. Revenue Growth & Expansion (30%)

Driving revenue growth by identifying upsell and cross-sell opportunities, increasing product adoption, and expanding Trade Shield’s footprint within existing clients.

• Identify and execute on upselling and cross-selling opportunities for additional Trade Shield solutions.
• Drive adoption of advanced analytics, automation features, and premium service offerings to enhance client value.
• Collaborate with internal teams to expand Trade Shield’s presence within existing accounts.
• Use data-driven insights to recommend tailored solutions that align with clients' evolving needs.
• Track and report on account growth metrics, ensuring revenue expansion targets are met.

4. Operational Excellence & Internal Collaboration (15%)

Ensuring internal processes, data integrity, and collaboration across teams to support effective client management.

• Maintain accurate client records, engagement history, and activity logs in the CRM to ensure visibility and data integrity.
• Collaborate with internal teams to ensure client feedback informs product development and operational improvements.
• Monitor and report on client health scores and engagement metrics, ensuring proactive management of accounts.
• Ensure compliance with internal processes, policies, and payment terms to maintain financial stability and operational efficiency.
• Continuously refine and improve account management best practices, driving efficiency and effectiveness in the role.

5. Impact & Success Metrics

• Achievement of assigned OKRs or targets.
• Efficiency improvements in assigned processes.
• Positive feedback from internal and external stakeholders.

6. Required Skills & Experience

• Bachelor’s degree or diploma in Business, Marketing, Finance, or similar.
• 5–8 years of experience in Account Management, Sales, or Customer Success.
• Exposure to B2B SaaS, financial services, or trade credit is an advantage.
• Excellent client communication and problem-solving skills.
• Proactive mindset with a desire to learn and grow into a senior role.