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. **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.