Account Manager

Account Manager

Key responsibilities include:

Consulting and support services:

• Face to face client visits;
• Statistical analysis;
• Stock control;
• Sales;
• Query resolution;
• Administration;
• Achieve financial targets;
• Personal development;
• Up-sell solutions from the group;
• Analyse customers transactional processing and devise strategies to maximise and optimise collections

Core responsibilities:

Face to face visits:

• Develop call cycle planning;
• Make the required travel arrangements and accommodation bookings;
• Visit all assigned within specified call cycle period;
• Build strong relationships with all customers;
• Obtain site visit signatures on all visits completed;
• Install products and equipment at the client site and train the client on the use thereof, as and when required;
• Provide clients with in-depth training.

Statistical analysis:

• Perform statistical analysis on all clients processing to identify areas of improvement and growth;
• Present statistical analysis to all clients;
• Provide improvement recommendations / ideas to clients based on statistical analysis performed;
• Monitor client performance to identify trends and track improvements;
• Advise merchants of trends identified;
• Identify possible fraud risks and/or misconduct associated with clients' business practices and report these to the relevant manager;
• Inform client of any trends identified with client staff where it is possibly negatively affected client overall performance.
• Conduct bank reconciliations and analysis as required

Stock control:

• Assist with the tracking of stock on site level;
• Assist clients with the ordering of required stock (as and when required);
• Assist with the recovery of stock at sites (as and when required);
• Ensure that NuPay equipment is properly maintained on site level.
• Identify opportunities to offer value-added services to clients and implement those services, as and when required;
• Identify opportunities to improve the clients' service offerings and sell where possible, tailor-made products and solutions to the client;
• Prepare sales documents and guide the client through the completion thereof and submit for processing as per the timeframes detailed in the product service level agreement.

Query resolution:

• Log queries raised by clients with the company's second line support function and keep clients informed of progress regarding the queries raised. Close the query on the system, once resolved.
• Keep client data and site visit information up to date on company systems daily;
• On the first day of every month, submit a monthly report to the Regional Manager;
• On the first day of every month, submit all expense claims and reconciliations thereof, to the Regional Manager.

Achieve financial targets:

• Through consulting and support services as well as sales activities, achieve monthly and annual financial targets.

Personal development:

• Keep clients and colleagues informed and updated on payments industry and all applicable legislative requirements and changes, as and when required;
• Keep up to date on all product, system, industry, and legislative changes;
• Complete the actions detailed in your personal development plan as per company policy, successfully.

Communications & working relationships:

Internal:

• ACS Field Services.
• NuPay Central Admin.
• NuPay Sales.
• NuPay / Delter Contact Centre.
• Business Support.
• Billing Department.
• Marketing Department.
• Development Team.
• Reception
• Finance.

Reasons for interaction:

• Support services for terminals in field.
• Support services for sales applications.
• Sales leads and assistance.
• Telephonic support to Account Manager clients.
• 2nd line query resolution support
• Client billing and settlement query resolution.
• Client marketing related material and functions.
• UX ideas and escalated query resolution.
• Accommodation bookings.
• Financial payments / refunds.

External:

• NuPay Merchants
• Courier Services

Reasons for interaction:

• Visiting merchants
• Collection / delivery of NuPay terminals

Qualifications, experience, & skills:

Educational qualifications:

• Matric

Professional qualifications:

• B-Com degree / diploma (preferred)

Years of experience:

• Minimum 2 year experience in a customer service / account management role

Other requirements:

• Bilingual in English and Afrikaans.
• Fluency in English is mandatory.
• Strong oral and written communications skills.
• Excellent MS Excel skills.
• Working experience on MS products (Excel, Word, Powerpoint and Outlook).
• Organisational and prioritisation skills.
• Knowledge of the micro finance industry and some working experience in this industry is preferred.
• Technology and system savvy.
• Analytical skills.
• Sales experience skills.
• Ability to maintain supreme levels of ethical behaviour and confidentiality.
• Ability to identify opportunities for improvement
• Advanced MS Excel skills - Knowledge on V:lookups, H:lookups, Pivot Tables and IF formulas. (short courses attended).
• SQL - Must be skilled in database analysis through SQL query writing. 2 years experience required.

SQL skills required:

Execute select and where clauses. Inner join statements Union all statements Group by statements Sum, distinct, count and convert clauses.

• Power BI - Skilled in report writing and database enquiries to write reports within Power BI. 2 years experience required.

Power BI skills required:

Import data - Excel, SQL Convert data

Compiling of dashboards.

Education

Languages