Job Description

Account Manager

Location: South Africa, Remote

Employment Type: Full-Time (US Hours 9am-5pm EST)

Salary: South African Rand (ZAR)

Role Purpose

The Account Manager is responsible for managing the full relationship between US-based clients and the South African team members placed within their organisations. The AM ensures smooth service delivery, proactive communication, and strong operational support that enables both the client and the contractor to succeed. This role requires someone who is proactive, highly organised, able to multitask, and naturally strong at building relationships.

Key Responsibilities

Client Relationship Management

• Lead client communication with professionalism, clarity, and consistency.
• Conduct regular check-ins, performance reviews, and service delivery updates.
• Understand client needs deeply and translate them into clear operational actions.
• Manage expectations around performance, hours, deliverables, and communication.

Contractor Support & Performance

• Build strong, trusting relationships with contractors.
• Provide guidance, clarity, and support on expectations, workflows, and KPIs.
• Address performance concerns early with structured feedback.
• Ensure contractors feel supported, valued, and aligned with client needs.
• Operational Excellence
• Maintain structured workflows, SOPs, and documentation for each account.
• Ensure smooth onboarding of new contractors, including access, documentation, and expectations.
• Keep all updates and actions accurately recorded in Zoho CRM.
• Collaborate with Recruitment, Sales, Operations, and Finance to ensure seamless delivery.

Issue Resolution

• Service delivery management — Proactively identify and address any challenges affecting the client–contractor relationship.
• Solutions-focused problem solving — Resolve concerns with professionalism, clarity, and urgency.
• Facilitate constructive conversations when expectations need alignment.
• Ensure all issues are handled in a way that protects relationships and maintains service quality.
• Escalate complex matters to leadership when required.
• Reporting
• Track and report on contractor performance, client satisfaction, hours, attendance, and risks.
• Provide structured weekly or monthly updates to clients and internal leadership.

Key Competencies

• Proactive problem-solver — anticipates needs and acts early.
• Multitasking & prioritisation — manages multiple accounts with accuracy.
• Highly structured & organised — strong admin discipline and workflow clarity.
• Relationship-builder — connects easily with people and builds trust.
• Strong communicator — clear, concise, and confident in written and verbal communication.
• Calm under pressure — handles escalations with maturity.
• Team player — collaborates well across departments.
• Tech-savvy — comfortable with CRM systems and digital tools.

Success Indicators:

• Clients are satisfied, informed, and confident in ReWorks’ service.
• Contractors feel supported, guided, and clear on expectations.
• Issues are resolved quickly with minimal escalation.
• Accounts run smoothly with strong structure and documentation.
• High retention of both clients and contractors.

Requirements

• 2–4+ years in Account Management, Customer Success, Operations, or Client Services.
• Experience with international clients (US preferred).
• Strong administrative and organisational skills.
• Experience managing remote teams or contractors is advantageous.
• Ability to create SOPs, workflows, and training materials.
• CRM experience (Zoho preferred).
• Excellent English communication skills.
• Ability to work US-aligned hours when required.

Benefits

1. Comfortable working U.S. hours
2. Remote work from home

Fraud Disclaimer: ReWorks Solutions will never request payment during recruitment or require in-person office visits. All official communication will come from a ReWorks Solutions email address. Please verify any suspicious messages with our team directly.