Senior Account Manager

ABOUT US DataEQ uses social media and other customer feedback data to help our clients (large enterprise brands) generate better CX insights, manage risk, improve conduct reporting and optimise social customer service. Data is at the heart of what we deliver, so our work requires a strong understanding of qualitative and quantitative methodologies, as well as the ability to structure data in innovative ways to address clients’ business problems. ABOUT THE JOB We’re looking for a Senior Account Manager to join our South African Client Service Team - start date 1 January 2025. You will work closely with the Head of Client Service, heading up a colourful portfolio of clients that span across financial services, telecoms, restaurants, education and others. You will be responsible for the day-to-day operational management of your clients, with your ultimate goal being to retain and grow your client base. You’ll also be responsible for ensuring that our data is being used by a variety of teams within your clients’ businesses and that it is ultimately being used to inform key decisions. Our Business Development team is made up of smart, ambitious, strategic and problem solving individuals and we are looking for someone dynamic who believes in our vision and is excited to join the company at this stage of growth. We have a tight culture that encourages curiosity, innovation, freedom and demands intellect and performance. This is an incredibly exciting time to be joining DataEQ as we build out our unique data capabilities in SA and abroad. WHAT YOU’LL BE DOING DAY-TO-DAY - Retain existing client base - Ensure that client renewals are processed timeously - Complete relevant RFPs and RFQs where required - Build a solid network of contacts in each client organisation - Uncover key issues in client organisations that our data can be used to solve - Ensure that our data is understood and used widely across client organisations - Consult with clients to generate better insights and identify opportunities for data utilization - Upsell existing client base - Create a clear strategy for the growth of your current client base and your focal industries - Ensure that your clients are getting as much value out of our data as possible - Ensure that our data is pushed into varying teams within your client organisations and is used by a multitude of users and budget holders - Manage day-to-day client queries - Assist clients with any day-to-day queries - Ensure the smooth running of your clients’ Analyse and Engage accounts - Help clients get as much value as possible out of our data, whether through building dashboards, talking the clients through insights, or training the clients on Analyse and Engage - Brief the analyst team on reporting requirements and ensure that completed reports reflect client requirements; check reports for errors before sending them off to clients; manage client change requests - Manage client expectations - Internal stakeholder management and administration - Manage Account Managers (where applicable) and this will include hiring, onboarding, upskilling, strategising with, and setting KPIs for Account Managers - Setting clear client forecasts & upsell plans across your portfolio - Drafting cost estimates and proposals - Supporting finance in resolving any overdue payments WHAT WE’RE LOOKING FOR Required - A tertiary qualification - 3+ years experience in a similar role - Proficiency in MS Word, PowerPoint, and Excel is essential, and you'd need to be comfortable learning and navigating new web-based software applications - Analytical problem-solving and attention to detail - Outstanding communication skills in writing and in person - The ability to work flexibly in a fast-paced, performance-orientated environment - A curious, always learning personality - Excited by the scale and potential of the DataEQ vision - Target-driven, determined and energetic - A collaborative colleagu