Senior Account Manager - Cape Town, South Africa

About the role

We are looking for a Senior Account Manager (“SAM”) to join our fast-growing account management team, which sits at the heart of our company. Alongside the core account management responsibilities set out below, the role will focus on our larger, more complex accounts and our most valuable clients.

You will take a proactive, customer success-led approach: anticipating clients’ needs, spotting opportunities for them to grow and get more value from FIXR, and tackling potential issues before they arise, rather than simply responding to requests. You will be an expert in our product suite and demonstrate your knowledge by engaging with our organiser clients to help them get the most out of our platform. You will work cross functionally, often liaising with a number of other teams across the business to help advise clients and respond to their enquiries promptly and effectively.

You will also play a key role in shaping and developing the team, including leading the team when the Head of Account Management is travelling or out of office, helping with recruitment, and supporting the training and wider development of the team.

This is a dynamic, senior role in a fast-growing technology scale-up business. It is ideally suited to someone with strong account management experience who is looking to take on greater responsibility, including within the leadership of the team. The role requires you to work from our Cape Town office at least 3 days’ per week and reports to the Head of Account Management.

What you’ll be responsible for

● Serve as the key point of contact for a portfolio of our larger, more complex and most valuable client accounts, maintain client satisfaction, and build long-lasting relationships.

● Take a proactive, customer success-focused approach to your accounts – regularly reviewing performance and data with clients, anticipating their needs, and recommending ways to improve their events, grow ticket sales and get the most out of the platform.

● Develop a trusted advisor relationship with clients to ensure goals are aligned from a business strategy perspective and success metrics are identified.

● Collaborate with the Business Development Team to ensure a seamless onboarding experience for new clients.

● Handle client problems and work across teams to resolve issues promptly.

● Own and manage the renewal process for your clients. Develop strategies to successfully retain clients and enhance lifetime value.

● Meet targets in respect of onboardings, renewals and revenue retention.

● Establish a strong understanding of the ticketing industry and competitive landscape.

● Attend both virtual and physical meetings with clients including for general networking purposes.

● From time-to-time, attend key events to help with on-site support and client relations.

● Leading the account management team when the Head of Account Management is travelling or out of office.

● Help train, mentor and develop members of the account management team, sharing best practice in managing larger and more complex accounts.

● Support the Head of Account Management with recruitment and wider team development.

Requirements

• At least 3 years’ experience in an account management role or similar.

• Ability to multi-task with excellent organisation and project management skills.

• Entrepreneurial mindset and ability to spot / create opportunities.

• Excellent documentation and communication skills.

• Go-getting attitude – you’re ambitious and believe you get out what you put in.

• Self-starters. You’ll get trained and you are part of a team, but we’re moving fast, so we value people who proactively bring ideas forward.

• Fun orientated people who can build relationships easily.

• Bonus points if you have worked in ticketing or events.

Benefits

💰 Competitive salary plus bonus.

🪑Hybrid environment. We have an office in Cape Town, and our team are office-based 3 days a week.

🎁 Holiday perks. Claim a bonus holiday day for every year you are with us

🧑‍🏫 L&D budget for you and your team.

👫 Inclusive, social culture. Fun and dynamic with regular socials.

🎟 Free tickets for FIXR events.

🌍Work for a global company.

At FIXR, we consider diversity a strength – inclusion fuels our ability to solve problems we never thought we could. Your application will be considered on its merits, without regard to your race, age, gender, religion, sexual orientation, disability status or anything else. If there is anything we need to know to enable you to fully participate in our interview process, please just let us know in your application.