Customer Experience​/Account Manager

In this role, your primary responsibilities will include:

• Deliver post implementation training on our software to both new and existing clients when required
• Managing, maintaining, and building existing client relationships
• Lead point of contact for all customer account management matters
• Providing solutions to new and existing clients
• Analysing clients’ systems and their usage of our solutions with a view to suggesting and implementing improvements
• Providing support on our solutions, including responding to customer queries in a timely and effective manner, via phone, email, or ticket system
• Enhancing the client’s overall experience
• Manage client related projects and/or implementations

• Higher Education (Degree, Diploma or Tertiary IT Course)
• Travel and Tourism experience
• Minimum 5-years’ Account Management Experience (ideally in software technology or travel company)
• A good working knowledge of the Microsoft Office suite
• Excellent communication and customer service skills
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Excellent time management skills
• Ability to work independently and in a team environment
• Detail-oriented and highly organized
• A willingness to learn, troubleshoot and design solutions
• Ability to Travel from time to time

• Knowledge and experience in accounting a distinct advantage (Bank Reconciliations, Foreign Exchange Variations, Balancing, Month-end Processes, etc.)
• Tourplan experience

If this sounds like your perfect next step, then we’d love to hear from you!

Description:

Account Manager is enthusiastic and dedicated to enhancing customer experience. Developing a thorough understanding of the company’s products and services. You will be the client's primary point of contact in managing correspondence via phone, email, and other applications. You will be tracking all points of customer engagement, addressing customer queries, providing advanced customer training, and identifying ways to improve our customer services.

As an Account Manager, you will play a crucial role in ensuring exceptional customer satisfaction and should possess excellent communication skills, empathy, and a deep commitment to customer satisfaction.

Additional Information:

Tourplan is an established global Tour Operator and Destination Management software company. With over 400 Clients in 70 countries, we have offices in Christchurch, Johannesburg, London, Kuala Lumpur, and Costa Rica. The Tourplan Africa office looks after sales, installations, implementations, training Central Africa, and the Indian Ocean Islands. We are looking for a result focused people-person to provide consultancy, implement solutions and provide training on our ground-breaking software application.

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