Client Relationship Manager - Cape Town


The purpose of this role is to take full accountability for one or more client accounts, maintaining and managing the long-term strategic relationships.


  1. Client Relationship Management

  • Builds, maintains and takes ownership of a professional working relationship with the client on behalf of the business.

  • Works to understand the client’s budgetary constraints, business risks and issues with a view to seeking new business opportunities.

  • Maintains open and honest channels of communication at all levels within the client’s organisation

  • Manages the client’s expectations and works with the General Manager: Operations to ensure their objectives both tactical and strategic are achieved within the agreed budgets, deadlines and to the client’s satisfaction.

  • In conjunction with the General Manager: Operations, seeks and identifies opportunities to increase the value that the business can add.

  • Works with the client to identify and/or develop new business opportunities

  • Acts as commercial escalation contact for the Client.

  1. Market Awareness

  • Translates market knowledge into business opportunities.

  • Maintains a complete and in-depth knowledge of business on-and-off shore capabilities.

  • Identifies and introduces opportunities with business clients to the wider Dimension Data group of companies

  1. Commercial Management

  • Achieves business development and incremental revenue targets

  • Ensures invoices are prepared accurately and dispatched in a timely manner, and paid by the Client in accordance with contract terms.

  • Prepares and develops cost models and business plans as necessary.

  • Prepares and develops ROI models for new initiatives as required

  • Ensures credit collection activity takes place in a timely fashion in a manner that supports the long-term relationship with the client.

  • Understands and maintains challenging financial targets, both in terms of the agreed contractual financials and in terms of revenue stretch

  • Ensures Letters of Intent and contracts are agreed and signed by both parties before work commences and costs are committed to.

  • Ensures third party contracts are agreed and flexible to meet all needs

  • Ensures all internal agreements are in place before work commences

  • Ensures the client agrees and follows a change control process.

  • Oversees all contractual change management and control procedures.

  1. Risk & Issue Management

  • Documents all risks internally and with the client as appropriate.

  • Acts as the point of escalation for potential risks to the relationship with the client.

  • Takes responsibility for managing official client complaints following the client complaints procedure.

  • Analyses client and industry data and makes recommendations resulting from analyses.

  1. Reporting

  • Ensures an account audit trail is kept, including minutes and change controls.

  • Oversees the process of client contact reporting.

  • Ensures meetings are minuted, and that risk, issue and action logs and maintained and reviewed on a regular basis with a view to service and revenue improvement.

  • Conducts frequent satisfaction reviews with the client to confirm strategic alignment.

  1. Continuous Improvement Program

  • Conducts frequent satisfaction reviews with the client to confirm strategic alignment.

  • Works with the General Manager: Operations to actively pursue a Continuous Improvement Program.

  • Proactively reviews, recommends and measures changes to processes on the account to bring about continuous improvements

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