MAIN JOB PURPOSE
The Manager: Client Retention Control serves as the interface between the client, sales channel and the Academy. Responsible and accountable for developing and maintaining long lasting trust relationships with a portfolio of strategic clients through identification of client needs, extend, and align our solutions to achieve mutual satisfaction. The incumbent will drive retention of existing clients to ensure continued revenue growth. Ensure alignment of day-to-day client relationship effort, driving collaborative relationships with all stakeholders.

QUALIFICATIONS & EXPERIENCE
• Minimum of NQF 6 or associated qualification
• Certificate in Project Management will be advantageous
• Sound understanding of the Learning and development landscape
• Completed or studying towards “Finance for Non-Financial Managers” will be an added advantage.
• Minimum of 5 years’ experience in key account management
• Minimum of 3 years’ experience managing a key account management team
• Experience of successful liaisons with both customers and internal stakeholders
• Some experience in managing projects
• Experience in working with relevant client information systems including MS Office (Excel/ Word etc.)
• Valid code 8 driver’s license and own / reliable transport
• At least 2 years management experience
• Demonstrated innovation and improved operational effectiveness

DUITES & RESPONSIBILITIES
The duties of the Manager Client Retention Control include:
Client Liaison and Client Management
? Client profiling to determine appropriate service and engagement in terms of level and frequency.
? Develop and retain client relationships with all accounts.
? Maintains quality service by enforcing quality and customer service standards, analyzing, and resolving quality and customer service
problems, and recommending system improvements.
? Actively consult with a high degree of expertise and knowledge, raising the level and quality of contact.
? Stay visible within the assigned accounts by ongoing scheduled visits.
? Represent the client’s interests within the company to ensure that service adjustments are made where necessary.
? Negotiate contracts with existing clients and close agreements to maximise profits.
? Identify new business opportunities among existing customers.
? Prepare regular reports of progress and forecasts to internal and external stakeholders using key accounts metrics.
? Be familiar with the account management software (CRM).
? Strong client communication skills and understanding of consumer behaviour.
? Serve as the lead point of contact for all customer account management matters.
? Ability to multitask and manage more than one client account.
? Manage account teams assigned to each client
? Manage adherence to deadlines on client submissions.
o Facilitate signing of all relevant agreements by the client
o Learner stipend payroll submission – To be submitted before payroll cut-off date of the client
o Learner stipend queries – Within 24 hours of receiving from the campus
o Outstanding client invoices – Within 24 hours of receiving from finance
? Build a close relationship with an understanding of the client’s business environment – achieved via existing experience, industry exposure
and research.
? Ensure key decision makers and stakeholders are kept abreast of the services on offer from Signa Academy and the continuous changes in
legislation.
? Engage with client and internal stakeholders’ termination / replacement.
? Solve conflict and manage client expectations.

Individual Client Reporting on Portfolio
? Provide learner reports and analysis as required by the client as per agreed deadline and timeframes
? Ensure reports and internal insights are provided for client and business decisions.

Build and maintain stakeholder relationships
? Liaise with a complex network of stakeholders to ensure business growth and business unit sustainability.
? Build strategic inter-departmental relationships to help achieve business goals.
? Promote effective staff, and stakeholder relationships.
? Manage and ensure effective communication with all stakeholders and sustain client relationships

Business Growth
? Focus on growing and developing existing clients
? Act as the key interface between the customer and all relevant divisions.

Operations
? Travel between stakeholders and head office as required
? Ensure transparent and effective communication and reporting to company leadership.
? Interface with technical support internally to resolve issues that impact service delivery and customer relationship.
? Quality assure the reports prepared by the Key Account Managers for the submission for audits and verification
? Submission of relevant reports as agreed with key stakeholders
? Motivate for resources and changes as may be necessary to ensure operational improvements
? Execute on all administrative and financial transactions and ensure efficiency

Staff Management
? Manage and develop departmental staff
? Interact, coach and recognize superior performance and address substandard performance of team members.
? Maintain a working environment conducive to productivity, employee wellbeing and retention.
? Recruit all department staff in collaboration with Human Resources Department
? Ensure the correct disciplines and teamwork are in place
? Demonstrate effective, fair leadership, and inculcate the company values and culture
? Manage and engage diverse teams effectively
? Collaborate on continuous professional development of team members
? Drive the performance of each member of the team on a daily basis as against individual targets
? Ensure that team members abide by internally established control systems

COMPETENCIES & SKILLS
? Excellent organizational and effective communication skills
? Highly computer literate with specific reference to MS Excel, Word and PowerPoint computer skills
? Highly customer service orientated
? Proven assertiveness and problem-solving skills
? Highly self-motivated and able to work extended hours as necessary
? Excellent people’s skills
? Sound understanding and interest Education, of learning and development landscape
? Excellent stakeholder relationship management and interpersonal skill
? Fluent in written and spoken English
? High level presentation and negotiation skills
? Account management skills are essential
? Ability to work under pressure
? Personal management with high level of emotional intelligence
? Resilience within a complex, challenging environment
? A commitment to the transformational goals of the company
? Be innovative and committed to ongoing process improvement
? Possess cultural awareness and sensitivity
? Should be able to function independently as well as contribute to team successes
? Mature approach to business, customers, problem resolution, conflict management
? Committed to personal professional development
? Ability to manage multiple projects and adherence to deadlines
? Excellent report writing skills
? Knowledge of tender processes and professional documentation standards
? High level of attention to detail
? Sound understanding of strategic management
? Very disciplined and organized individual

Closing date:31 May 2021
The company reserves the right to add, modify or remove this position at its sole discretion
Correspondence will only be conducted with short listed candidates.
Should you not hear from us 14 days after the closing date, please consider your application unsuccessful.