Account Director

ABOUT US

DataEQ uses social media and other customer feedback data to help our clients (large enterprise brands) generate better CX insights, manage risk, improve conduct reporting and optimise social customer service. Data is at the heart of what we deliver, so our work requires a strong understanding of qualitative and quantitative methodologies, as well as the ability to structure data in innovative ways to address clients’ business problems.

ABOUT THE JOB

We’re looking for an Account Director to join our South African Client Service team.

You will work closely with the Head of Client Service, heading up a colourful portfolio of clients that span across financial services, telecoms, restaurants, education and others. You will be responsible for the day-to-day operational management of your clients, with your ultimate goal being to retain and grow your client base. You’ll also be responsible for ensuring that our data is being used by a variety of teams within your clients’ businesses and that it is ultimately being used to inform key decisions.

Our Business Development team is made up of smart, ambitious, strategic and problem solving individuals and we are looking for someone dynamic who believes in our vision and is excited to join the company at this stage of growth. We have a tight culture that encourages curiosity, innovation, freedom and demands intellect and performance.

This is an incredibly exciting time to be joining DataEQ as we build out our unique data capabilities in SA and abroad.

WHAT YOU’LL BE DOING DAY-TO-DAY

• Retain existing client base
  • Ensure that client renewals are processed timeously
  • Complete relevant RFPs and RFQs where required
  • Build a solid network of contacts in each client organisation
  • Uncover key issues in client organisations that our data can be used to solve
  • Ensure that our data is understood and used widely across client organisations
• Upsell existing client base
  • Create a clear strategy for the growth of your current client base and your focal industries
  • Ensure that your clients are getting as much value out of our data as possible
  • Ensure that our data is pushed into varying teams within your client organisations and is used by a multitude of users and budget holders
• Manage day to day client queries
  • Assist clients with any day to day queries 
  • Ensure the smooth running of your clients’ Analyse and Engage accounts 
  • Help clients get as much value as possible out of our data, whether through building dashboards, talking the clients through insights, or training the clients on Analyse and Engage
  • Brief the analyst team on reporting requirements and ensure that completed reports reflect client requirements; check reports for errors before sending them off to clients; manage client change requests 
  • Manage client expectations
• Internal stakeholder management and administration
  • Manage Account Managers (where applicable) and this will include hiring, onboarding, upskilling, strategising with, and setting KPIs for Account Managers
  • Setting clear client forecasts & upsell plans across yours and your Account Managers’ portfolios
  • Drafting cost estimates and proposals
  • Supporting finance on resolving any overdue payments

WHAT WE’RE LOOKING FOR 

Required

• A tertiary qualification
• 5+ years experience in a senior client service role
• Proficiency in MS Word, PowerPoint, and Excel is essential, and you'd need to be comfortable learning and navigating new web-based software applications
• Analytical problem solving and attention to detail
• Outstanding communication skills in writing and in person
• The ability to work flexibly in a fast-paced, performance-orientated environment
• A curious, always learning personality
• Excited by the scale and potential of the DataEQ vision
• Target-driven, determined and energetic
• A collaborative colleague who builds strong relationships internally as well as externally
• Able to travel locally
• An exceptional relationship builder and excellent at getting things done

Desired

• 2+ years people management experience
• Consulting and customer success experience

WHY YOU’LL LOVE WORKING WITH US

If you join our team, DataEQ will support you at work and at play. We have a dynamic and inclusive company culture and we hire people who put the smarts and hearts into everything they do. We are a fully remote company where you will have the flexibility to manage your own time because we focus on outcomes over inputs. Whilst our team is located around the world, the bulk of our team are based in Johannesburg and Cape Town, South Africa. Should you be located in one of these cities and you crave interpersonal connection, we do offer various opportunities to interact in-person.

Our Jozi and Cape Town colleagues can enjoy our “Together Tuesdays” where we get together in a coworking space to enjoy the social engagement a few of us need. We also have monthly drinks to encourage less task-oriented discussions and more connection and banter. In addition to our flexible and remote working culture which we LOVE, we have many more reasons why you should join our team:

• Generous annual leave
• Market related remuneration packages (including generous commission structures for our client-facing team members)
• Regular company status meetings to ensure everyone is aligned and working towards the same purpose
• Paid sabbatical after 5 years of service
• Fully remote work environment with access to co-working space
• A solid work from home set up, which includes a contribution towards your wifi expenses
• Optional Pension Fund, Medical Aid and Group Life
• Personal development budget
• Bi-monthly team socials
• Talented colleagues and an open culture

Notice about the use of your Personal Information:

Please be advised that as part of our recruitment processes:

You acknowledge that collection of Personal Information is both necessary and requisite as a legal obligation that falls within the scope of execution of the legal functions and obligations of DataEQ in relation to assessing you and other applicants for the job position.You unconditionally and irrevocably consent and authorize DataEQ to undertake the collection, processing, and further processing of your Personal Information by DataEQ, for the purposes of DataEQ’s general recruitment processes, for assessing your possible engagement with DataEQ.Without derogating from the generality of the aforestated, you consent to DataEQ collecting and processing of Personal Information pursuant to the internet, and email policies in place, insofar as your Personal Information is contained, in relevant electronic communications.You agree to absolve DataEQ from any liability in terms of the Protection of Personal Information Act (POPI), for failing to obtain your consent or to notify you of the reason for the processing of any of your Personal Information.  You agree to the disclosure of your Personal Information by DataEQ to any third party, where DataEQ has a legal or contractual duty to disclose such Personal Information. You further agree to the disclosure of your Personal Information for any reason enabling DataEQ to carry out or to comply with any business or legal obligation DataEQ may have or to pursue a legitimate interest of DataEQ, in order for DataEQ to assess you for the job position for which you are applying.You consent and authorize DataEQ to transfer your Personal Information outside the Republic of South Africa for any legitimate business purpose of DataEQ within the international community and its donors or members. DataEQ undertakes not to transfer or disclose your Personal Information unless it is required for its legitimate business requirements and shall comply strictly with legislative stipulations in this regard.