Account Director

ABOUT USDataEQ 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 JOBWe’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-DAYRetain existing client baseEnsure that client renewals are processed timeouslyComplete relevant RFPs and RFQs where requiredBuild a solid network of contacts in each client organisationUncover key issues in client organisations that our data can be used to solveEnsure that our data is understood and used widely across client organisationsUpsell existing client baseCreate a clear strategy for the growth of your current client base and your focal industriesEnsure that your clients are getting as much value out of our data as possibleEnsure that our data is pushed into varying teams within your client organisations and is used by a multitude of users and budget holdersManage day to day client queriesAssist 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 EngageBrief 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 expectationsInternal stakeholder management and administrationManage Account Managers (where applicable) and this will include hiring, onboarding, upskilling, strategising with, and setting KPIs for Account ManagersSetting clear client forecasts & upsell plans across yours and your Account Managers’ portfoliosDrafting cost estimates and proposalsSupporting finance on resolving any overdue paymentsWHAT WE’RE LOOKING FORRequiredA tertiary qualification5+ years experience in a senior client service roleProficiency in MS Word, PowerPoint, and Excel is essential, and you'd need to be comfortable learning and navigating new web-based software applicationsAnalytical problem solving and attention to detailOutstanding communication skills in writing and in personThe ability to work flexibly in a fast-paced, performance-orientated environmentA curious, always learning personalityExcited by the scale and potential of the DataEQ visionTarget-driven, determined and energeticA collaborative colleague who builds strong relationships internally as well as externallyAble to travel locallyAn exceptional relationship builder and excellent at getting things doneDesired2+ years people management experienceConsulting and customer success experienceWHY YOU’LL LOVE WORKING WITH USIf 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