Account Manager IV at LexisNexis South Africa

About the Role

• The Key Account Manager (KAM) is responsible for post-sale relationship management, focusing on client retention, upsell growth, and contract renewals across Kenya’s law firms, corporates, and public sector clients. The role works in close partnership with the Business Development Manager (BDM) to ensure smooth customer transition from acquisition to long-term account management. The KAM is accountable for driving net revenue retention (NRR) and reducing churn within assigned accounts.

Responsibilities

• Maintain client retention rate across the portfolio.
• Achieve upsell and renewal revenue targets on a quarterly and annual basis.
• Deepen LexisNexis’ footprint through proactive relationship building and value delivery.
• Partner with BDMs and Solution Specialists to identify cross-sell opportunities.
• Maintain accurate and timely CRM data on usage, renewal status, and pipeline activity.
• Strengthen client advocacy through continuous engagement and feedback loops.

Account Management

• Serve as the primary point of contact for existing customers post-sale.
• Develop account plans that define retention and expansion strategies per client.
• Assist with coordinating onboarding, training, and adoption of LexisNexis products.

Retention & Renewal

• Monitor contract expiry dates and lead timely renewal negotiations
• Identify at-risk accounts through usage analytics and engagement metrics.
• Implement structured renewal and win-back processes to reduce attrition.

Upsell & Expansion

• Identify product gaps and growth opportunities based on client needs.
• Partner with BDMs to position additional LexisNexis solutions.
• Support cross-functional initiatives (marketing, customer success, product).

Data & Reporting

• Maintain complete account records in CRM (Salesforce preferred).
• Deliver weekly pipeline and renewal forecasts.

Collaboration

• Align with the BDM on transition from new sale to account ownership.
• Work with Product and Customer Success teams to ensure adoption and satisfaction.
• Represent the customer voice in feedback loops and roadmap discussions

Requirements

• Minimum 3 years in B2B account management or customer success, ideally in SaaS, legal tech, or compliance solutions.
• Proven record in renewal and upsell revenue delivery.
• Excellent relationship management, negotiation, and communication skills.
• Strong analytical skills; comfortable interpreting usage data and KPIs.
• CRM proficiency (Salesforce or equivalent).
• Bachelor’s degree required; business, communications, or law preferred.
• Strong understanding of Kenya’s legal, compliance, and corporate environment.
• Self-directed, client-focused, and able to manage multiple priorities.