Customer Account Manager - Johannesburg

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.

1. 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).

1. 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.

1. 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.