Technical Key Account Manager – Remote

Hours: 

(3:00 PM – 11:00 PM) SA Time

(4:00 PM - 12 AM) SA Time

About the Role

We are looking for a Technical Key Account Manager to manage and strengthen relationships with existing clients.

This person will act as the main relationship point between the client and the technical team, making sure clients receive excellent service, their IT needs are understood, issues are followed through, and opportunities to improve their technology environment are identified.

The ideal candidate is client-focused, highly organised and comfortable working with technical IT services. You do not necessarily need to be an IT engineer, but you must understand IT terminology and be able to confidently communicate with both clients and technical teams.

Key Responsibilities

Manage a portfolio of existing business and maintain strong, long-term client relationships.
Act as the primary point of contact for assigned clients.
Understand each client's business, IT environment, challenges and priorities.
Coordinate with technical teams to ensure client issues and requests are followed through to resolution.
Monitor open tickets, projects and outstanding client requirements.
Communicate technical information to clients in a clear, non-technical way.
Conduct regular client check-ins and account reviews.
Identify recurring IT problems and escalate them appropriately.
Proactively identify opportunities where additional IT solutions could benefit the client.
Work with internal teams on solutions involving:
Assist with onboarding new clients and ensuring a smooth transition into ongoing managed services.
Maintain accurate client records, notes and account information.
Ensure client expectations are clearly communicated to the technical team.
Follow up with clients after issues have been resolved to ensure satisfaction.
Help maintain strong client retention and identify opportunities for account growth.