German Speaking Account Manager - Sandton at Catch

ROLE OVERVIEW

• Reporting to the Service Manager, the Account Manager will own client onboarding through to first submission, maintain the day-to-day client relationship, manage the flow of value into the pipeline, and take ownership of tax authority queries and growth opportunities across the portfolio.

KEY RESPONSIBILITIES

• Own end-to-end client onboarding until first submission, validating the sales-to-service handover, leading the onboarding meeting, managing client communication and ensuring the client reaches first submission within the agreed conversion window.
• Maintain the day-to-day client relationship to a 24-hour response standard, ensuring delivery matches agreed scope, approving monthly payment runs and managing contract renewals.
• Take ownership of the flow of value into the pipeline, engaging with clients and internal teams to resolve missing stock or connection issues, reviewing ageing stock and removing bottlenecks before they impact submissions.
• Review all documentation for completeness and compliance before submission, manage country-specific requirements and ensure all commercial costs are correctly approved and billed.
• Maintain oversight of stock and submission timelines, working with internal teams to resolve issues and escalating where required.
• Own tax authority queries from receipt to resolution, responding within required timeframes with complete and commercially aware responses, keeping the client informed and escalating complex or high-value matters.
• Proactively identify growth opportunities within the portfolio, monitor legislative and business changes that create recovery opportunity, and progress upsell or cross-sell opportunities directly or jointly with the Service Manager.
• Maintain accurate client forecasts and prepare client-specific reporting professionally, accurately and in a meaningful, contextual way.

What Success Looks Like

• Clients reach first submission within the agreed conversion window with minimal friction.
• Client satisfaction is high and issues are resolved before they escalate.
• Invoice and stock pipelines are consistently full and progressing.
• Tax authority queries are resolved accurately and within required timeframes.
• Upsell opportunities are identified and progressed proactively across the portfolio.
• Forecasts are accurate and client reporting is clear, timely and meaningful.

Key Relationships

• Clients: Primary day-to-day relationship owner, accountable for satisfaction, delivery and growth.
• Processing Executive: Operational support on invoice transmittal and document handling.
• Service Manager: Line manager; escalation point for complex issues and commercial decisions.
• Internal Stakeholders: Collaboration with the processing centre, legal and other internal teams on query management, contract renewals and claim resolution.

REQUIREMENTS:

The ideal candidate will possess the following:

Experience

• 3 to 5 years of experience in a client-facing or account management role.
• Background in financial services, tax, VAT reclaim or professional services is preferred.
• Experience managing complex client relationships across multiple jurisdictions is an advantage.

Key Traits

• Proactive: You anticipate issues, spot opportunities and act before problems surface.
• Ownership Mindset: You take full accountability for your portfolio and hold yourself to a high standard.
• Hands On: You get into the detail and are not afraid to roll up your sleeves to drive things forward.
• Problem Solver: When something hits a wall, you find a way through and pull in the right people to resolve it.
• Commercially Aware: You understand the value behind what you manage and make decisions accordingly.

Language Requirements

• German