Customer Account Manager - Johannesburg
About this role
Role Description
The Customer Account Manager is responsible for managing a defined portfolio of existing customers, ensuring high levels of satisfaction, retention, and revenue growth.
Key Responsibilities
Customer Relationship & Retention
Act as the primary point of contact for an assigned portfolio of customers.
Build and maintain strong relationships with key stakeholders (e.g. doctors, practice managers, administrators).
Proactively manage customer retention, identifying at-risk accounts early and taking action to stabilise and retain them.
Conduct regular customer cadence visits (face-to-face and/or virtual) according to agreed frequency, ensuring consistent engagement and relationship depth.
Account Management & Upsell Revenue
Own the revenue performance of the assigned portfolio, with a clear focus on
Understand each customer’s business, usage of CGM products, and future needs to identify relevant upsell and cross-sell opportunities.
Present and position additional CGM products and services to existing customers and close upsell opportunities.
Maintain and manage a revenue pipeline for the portfolio, covering upsell and expansion opportunities.
Customer Education & Value Realisation
Maintain up-to-date knowledge of all CGM products, services and programs.
Provide product education and guidance to help customers maxmise the value and usage of CGM solutions.
Act as a trusted advisor, recommending process or practice improvements based on CGM capabilities and best practices.
4. Issue Coordination & Customer Advocacy
Coordinate with Support and Implementation teams to ensure customer issues are addressed effectively and timeously.
Monitor key or high-impact issues in the portfolio and follow up with customers to confirm resolution and satisfaction.
Capture and channel customer feedback and insights to relevant internal stakeholders (Product, Marketing, Sales, Support).
5. SAP CRM & Administrative Responsibilities
Log all customer activities (meetings, calls, emails, opportunities, issues) accurately and timeously in SAP CRM.
Maintain an up-to-date pipeline for upsell/expansion opportunities in SAP, including expected values and dates.
Use SAP CRM data to plan and prioritise customer visits, follow-ups and revenue-generating actions.
Prepare and maintain accurate forecasts and reports on retention, upsell revenue and activity levels.
6. Collaboration & Continuous Improvement
Collaborate with Sales, Support, Implementation and Marketing to deliver a seamless customer experience.
Participate in internal meetings and training related to customer success, product updates and commercial strategy.
Continuously develop knowledge of CGM products, customer use cases and industry trends.