Account Manager

Purpose of the role:

The Account Manager is responsible for managing client relationships, driving service delivery, and achieving operational and commercial targets for designated customer accounts. This role acts as a strategic liaison between Booyco Electronics and the client, ensuring contractual compliance, service excellence, and ongoing business growth. The Account Manager plays a key role in identifying opportunities, resolving issues proactively, and creating 'Raving Fans' through consistent value delivery and relationship management.

Education, experience and competencies:

• Matric and National Diploma in Engineering, Business Management, Operations
• Bachelor's degree in engineering, Business Management, Operations (Preferred)
• Minimum 3–5 years’ experience in client-facing roles within mining, industrial services, or technical environments.
• Understanding of MHSA, OHSA, Section 21 requirements, and mining site safety regulations.
• Experience with service level agreements (SLAs), reporting, and risk compliance.
• Proficient in MS Office Suite (especially Excel), report writing, and operational systems (e.g., BECS or ERP systems).
• Valid Driver's License, medically fit for site visits and physically able to conduct inspections.

Responsibilities:

• Conduct monthly customer meetings and site visits (minimum one per week per SLA client).
• Dedicating 60% of time (3 days per week) to customer-facing interaction and on-site engagements with existing external customers.
• Compile and submit quarterly client satisfaction surveys with follow-ups on areas of concern.
• Ensure submission and approval of client month-end reports including updated risk logs and mitigation strategies.
• Review and evaluate site-specific risk identification reports; apply change management principles.
• Ensure 80% or higher client satisfaction rate on feedback surveys.
• Manage and follow up on all overdue invoices, PODs, and COCs in collaboration with Branch Admin.
• Ensure all PODs are submitted within 7 days of delivery; COCs within 7 days of inspection.
• Ensure all sales orders are closed within 30 days; all travel and overtime are pre-approved.
• Track recoverable/unrecoverable overtime weekly and aim to recover 80% of abnormal overtime.
• Approve/decline clocking in, out, overtime and travel claims weekly on BECS.
• Ensure a signed Section 21 file is in place and inline with site requirements. All section 21 files to be maintained and audit-ready for each client/project.
• Ensure full compliance with MHSA, OHSA and related client safety regulations.
• Review and update risk assessments per customer monthly; include in 16.2 reports.
• Ensure execution of 1 PTOs per client per week and minimum 95% COC compliance with mine schedule.
• Submit monthly 16.2 reports including: risks identified, audit findings, and COC compliance stats.
• Ensure audit readiness for quarterly internal and external audits with no repeat findings or sanctions.
• Implement identified site-specific risk mitigation strategies.
• Continuously improve client site safety performance through proactive engagement and follow-up.
• Ensure compliance with SLA contracts and identify scope changes requiring review.
• Conduct monthly reviews of branch and site stock levels; stock holding should meet 90% minimum.
• Engage monthly with clients to forecast hardware and labor demand based on historical trends and project pipeline.
• Submit monthly sales forecasts with at least 60% accuracy; update client monthly on order statuses.
• Ensure repairs are aged less than 30 days and identify opportunities for upselling and new solutions.
• Meet approved budgets and justify variances monthly.
• Conduct regular site audits with supervisors to evaluate compliance with Booyco standards and mine procedures.
• Ensure timeous closure of all operational deviations and non-conformances.
• Oversee branch/mine inventory and enforce minimum stock levels with loss prevention strategies.
• Monitor and resolve COC non-compliances in collaboration with Supervisors.
• Maintain high on-site standards of housekeeping and mitigate mine-level risks.
• Manage and support all mine specific projects to ensure delivery within scope, time, and budget.
• Submit complete and accurate reports including Sales Orders, Timesheets, FS Sheets, Visible Field Leadership Observations, Installation Inspections, , Mine Family Tree Data, Section 21 Files, Sales Turnover, and 16.2 Reports.
• Submit complete and accurate reports MANCO Reports, Month-End Reports