AssureCloud Operations Key Account Managers , Midrand at SafetySA

Responsibilities
Client Relationship Management

• Build, maintain, and strengthen long-term relationships with key clients.
• Serve as the primary point of contact for assigned key accounts.
• Develop a thorough understanding of clients' business objectives, operational requirements, food safety compliance needs, and strategic priorities.
• Conduct regular client engagement meetings, business reviews, and relationship-building activities.
• Ensure a high level of customer satisfaction through proactive account management.
• Act as a trusted advisor by providing food safety, environmental, certification, and compliance solutions that add value to the client's business.

Strategic Account Management

• Develop and implement account plans aligned with client objectives and company growth strategies.
• Identify opportunities to expand existing accounts through cross-selling, upselling, and additional service offerings.
• Monitor client performance, market trends, regulatory requirements, and competitor activities to identify new opportunities.
• Collaborate with clients to develop mutually beneficial growth initiatives.
• Maintain a strategic view of account risks and implement mitigation plans where necessary.
• Oversee operational service delivery across key accounts, ensuring project milestones, audit schedules, and client deliverables are achieved.

Sales and Revenue Growth

• Achieve revenue growth, retention, and profitability targets within the assigned portfolio.
• Identify and pursue new business opportunities within existing accounts.
• Prepare proposals, quotations, and commercial solutions that address client needs.
• Support contract negotiations, renewals, and commercial discussions.
• Drive account expansion and maximize customer lifetime value.
• Contribute to the achievement of divisional and company sales objectives.
• Promote Food Safety, Environmental, Inspection, Certification, and Training services to existing and prospective clients.

Stakeholder Management and Collaboration

• Liaise effectively between clients and internal departments to ensure successful service delivery.
• Collaborate with Operations, Sales, Finance, Customer Service, Training, Audit, and Technical teams.
• Communicate client expectations, priorities, compliance requirements, and operational needs to internal stakeholders.
• Facilitate resolution of operational issues impacting client delivery.
• Ensure alignment between customer expectations and service capabilities.
• Coordinate food safety and environmental auditing programmes with internal and external stakeholders.

Problem Solving and Issue Resolution

• Act as the escalation point for complex client concerns and service issues.
• Investigate client complaints and coordinate timely resolution.
• Manage risk areas proactively to prevent service disruptions.
• Maintain customer confidence through transparent communication and solution-focused engagement.
• Ensure corrective actions are implemented and monitored to completion.
• Support clients with the interpretation and resolution of food safety, environmental, and compliance-related challenges.

Food Safety and Environmental Auditing Support

• Provide subject matter expertise in food safety and environmental auditing services.
• Support the delivery and promotion of food safety, environmental, certification, and compliance solutions.
• Develop a strong understanding of applicable industry standards and regulations.
• Identify opportunities to expand auditing and certification services within existing accounts.
• Collaborate with auditors and technical specialists to ensure successful project delivery.
• Support clients in maintaining compliance with relevant food safety, environmental, and regulatory standards.

Reporting and Performance Management

• Maintain accurate records of client interactions, opportunities, contracts, and activities within the CRM system.
• Prepare and submit weekly, monthly, and quarterly account reports.
• Monitor and report on account performance metrics, revenue targets, customer retention, and satisfaction levels.
• Track forecasts, sales pipelines, contract renewals, and growth opportunities.
• Provide insights and recommendations to management regarding client trends and business opportunities.
• Contribute to strategic planning and business forecasting activities.

Customer Retention and Service Excellence

• Develop retention strategies to enhance customer loyalty and long-term partnerships.
• Monitor customer satisfaction and implement improvement initiatives.
• Conduct client feedback sessions and identify areas for service enhancement.
• Ensure service delivery consistently meets agreed service levels and expectations.
• Promote a customer-centric culture across all interactions.

Market Intelligence and Industry Insights

• Stay informed of industry developments, market trends, competitor activities, emerging technologies, and regulatory changes.
• Monitor customer and industry challenges to identify opportunities for value-added solutions.
• Share market intelligence and customer feedback with relevant internal stakeholders.
• Support strategic business development initiatives through industry knowledge and customer insight.
• Maintain awareness of food safety, environmental, quality assurance, and certification industry developments.

Reporting Processes

• Provide weekly updates to the National Key Account Manager on account activity, client engagement, opportunities, risks, and action plans.
• Prepare and submit monthly account performance reports, including revenue, retention, pipeline opportunities, customer satisfaction, and service performance.
• Maintain accurate CRM records, ensuring data integrity and account visibility.
• Participate in monthly, quarterly, and annual business review meetings.
• Contribute to forecasting, budgeting, and growth planning processes.
• Ensure all account documentation is maintained in accordance with company policies and governance requirements.

Requirements

Qualifications

• National Diploma or Degree in Food Science, Food Technology, Environmental Health, Environmental Management, Quality Management, Business Management, Sales, Marketing, or a related field.
• Lead Auditor, Internal Auditor, HACCP, ISO 22000, FSSC 22000, BRCGS, ISO 14001, or similar auditing/certification qualifications will be advantageous.
• Additional certifications in Account Management, Client Relations, or Business Development will be advantageous.

Experience

• Minimum 5 years' experience in Key Account Management, Client Relationship Management, or Operational Account Management.
• Minimum 3 years' experience in Food Safety Auditing, Environmental Auditing, Compliance, Certification, Inspection, or a related industry.
• Proven experience managing strategic client relationships and operational service delivery.
• Experience conducting, coordinating, or supporting food safety and/or environmental audits.
• Proven track record in client retention, strategic planning, and revenue growth.
• Experience within food manufacturing, food processing, FMCG, retail, hospitality, agriculture, or certification environments will be highly advantageous.

Skills

• Strong interpersonal and relationship-building skills.
• Excellent communication, negotiation, and problem-solving abilities.
• Strong operational account management and stakeholder engagement skills.
• Proficient in CRM systems and Microsoft Office Suite.
• Ability to analyse data and prepare performance reports.
• Ability to interpret auditing, certification, and compliance requirements.
• Strong planning, coordination, and project management capabilities.

Knowledge

• Knowledge of Food Safety Management Systems and audit methodologies.
• Knowledge of HACCP, GMP, GHP, ISO 22000, FSSC 22000, BRCGS, and related food safety standards.
• Knowledge of ISO 14001 and environmental management systems.
• Knowledge of auditing, certification, inspection, and compliance services.
• Knowledge of SafetySA, NOSA, Training, Inspection and Certification services.
• Knowledge of national and international food safety, environmental, occupational health, safety, and quality standards.
• Understanding of regulatory requirements applicable to food manufacturing, processing, retail, hospitality, and related industries.

Other

• Driver's license and own reliable vehicle.
• Willing to travel extensively to clients.

High degree of professional ethics and values aligned with:

• Integrity
• Courage
• Care
• Passion
• Innovation
• Accountability
• Preference will be given to candidates with proven Food Safety Auditing and/or Environmental Auditing experience, combined with Operational Key Account Management experience.
• Preference will be given to employment equity candidates.