Location: Melrose Arch, Johannesburg, South Africa | In-Office​
Employment Type: Permanent​
Industry: Technology | International Logistics | Global Trade & Compliance | Client Services

WatersEdge Solutions is partnering with a technology-driven business operating in the international logistics and compliance space to find an experienced Head of Accounts who can lead a high-performing Account Management team while building strong, long-lasting client relationships.

This is an exciting opportunity for a commercially minded leader who understands that successful account management goes beyond keeping clients happy. It's about building trust, identifying opportunities for growth and ensuring that clients consistently receive excellent service.

We're looking for someone who enjoys working closely with clients, can confidently engage with senior stakeholders and has a proven ability to grow revenue within an existing portfolio.

The ideal candidate will combine strong leadership skills, hands-on account management experience and a proactive approach to client retention and commercial growth.

About the Role

As Head of Accounts, you'll take ownership of the overall client experience while leading and developing the Account Management team.

You'll be responsible for ensuring that client relationships remain strong, service delivery meets expectations and opportunities to grow existing accounts are identified and pursued.

This is a hands-on leadership position. While you'll provide strategic direction and oversee team performance, you'll also engage directly with clients, manage complex escalations and play an active role in strengthening key relationships.

You'll work closely with internal teams to resolve client challenges, improve processes and ensure a consistent, high-quality experience across the client portfolio.

The business operates internationally, so you'll need to be comfortable managing relationships across different time zones and taking calls outside standard working hours when required.

This role will suit someone who can balance people leadership, commercial accountability and exceptional client service in a fast-paced environment.

Key Responsibilities

Account Management Leadership & Team Development

• Lead, manage and develop the Account Management team.

• Set clear expectations, performance standards and measurable objectives.

• Provide ongoing guidance, support and direction to team members.

• Monitor individual and team performance to ensure consistent service delivery.

• Encourage accountability, collaboration and a proactive approach to client management.

• Support the professional development of team members.

• Identify opportunities to improve team effectiveness and client engagement.

• Lead by example through direct involvement in key client relationships and complex account matters.

Client Relationship Management & Retention

• Take ownership of the overall client experience across the account portfolio.

• Build and maintain strong relationships with key clients and senior stakeholders.

• Ensure clients receive professional, responsive and consistent service.

• Understand client requirements, priorities and ongoing business needs.

• Identify potential risks to client satisfaction and retention.

• Work proactively to strengthen relationships and maintain long-term client partnerships.

• Support the team in managing challenging client situations.

• Ensure that client concerns are addressed promptly and effectively.

Account Growth & Commercial Development

• Identify opportunities to increase revenue within existing client accounts.

• Work with the Account Management team to uncover additional client requirements.

• Recommend relevant products or services that add value to existing relationships.

• Drive upselling and account expansion opportunities.

• Monitor account performance and identify areas with commercial growth potential.

• Balance revenue objectives with client satisfaction and long-term retention.

• Build relationships that support sustainable account growth.

• Contribute to the development of a commercially focused account management function.

Escalation Management & Problem Resolution

• Act as the senior point of escalation for complex client queries and service-related issues.

• Take ownership of high-priority client concerns.

• Work with internal teams to investigate and resolve issues efficiently.

• Communicate clearly and professionally with clients during challenging situations.

• Apply sound judgement when managing competing client and business priorities.

• Resolve conflicts constructively while protecting important client relationships.

• Identify recurring issues and recommend preventative improvements.

Account Performance, Reporting & Risk Management

• Monitor the health and performance of the overall client portfolio.

• Track client satisfaction, retention risks and account growth opportunities.

• Review Account Management team performance against agreed objectives.

• Identify underperforming accounts or relationships requiring additional attention.

• Provide management with regular updates on:

  • Client relationships and account health

  • Retention risks and service concerns

  • Upselling and revenue growth opportunities

  • Team performance

  • Key account management metrics

• Use account performance information to guide priorities and improvement initiatives.

• Ensure that potential risks are escalated and addressed proactively.

Process Improvement & Service Delivery

• Review existing account management processes and identify opportunities for improvement.

• Develop consistent communication standards and client engagement practices.

• Improve workflows that support efficient and responsive service delivery.

• Encourage a structured approach to account management and client follow-up.

• Identify recurring operational challenges and work towards sustainable solutions.

• Support continuous improvement across the Account Management function.

• Ensure the team maintains high standards of professionalism and accountability.

Cross-Functional Collaboration

• Work closely with internal teams to resolve client issues and improve service delivery.

• Coordinate with relevant stakeholders to ensure client requirements are understood and addressed.

• Promote effective communication between the Account Management team and other business functions.

• Support alignment between client expectations, operational capabilities and commercial objectives.

• Build productive working relationships across the organisation.

• Help ensure clients experience a coordinated and consistent service.

International Client Management

• Build and maintain professional relationships with international clients.

• Manage communication across different time zones.

• Remain flexible when client requirements call for meetings or calls outside standard working hours.

• Ensure international clients receive responsive and consistent account management support.

• Balance the demands of multiple clients, stakeholders and competing priorities.

What You'll Bring

Essential Requirements

• A university undergraduate degree.

• Proven professional experience in Account Management, Client Services or a similar client-facing function.

• Previous experience leading and managing an Account Management or client-facing team.

• A demonstrated track record of growing revenue within an existing client portfolio through upselling.

• Strong client relationship management and retention skills.

• Confidence engaging directly with senior client stakeholders.

• Experience managing complex client queries and escalations.

• Excellent verbal and written communication skills.

• Strong problem-solving and conflict-resolution abilities.

• The ability to balance strategic oversight with hands-on client management.

• Strong organisational and time-management skills.

• Experience managing multiple clients and competing priorities in a fast-paced environment.

• A commercially minded approach to identifying account growth opportunities.

• Ability to monitor client relationships, account performance and potential retention risks.

• Strong leadership skills and the ability to establish clear team expectations.

• Confidence working collaboratively with different internal business functions.

• A proactive, solutions-driven approach to client challenges.

• Willingness to work with international clients across different time zones.

• Flexibility to take client calls outside standard working hours when required.

• A professional, accountable approach to managing important client relationships.

We're looking for someone who can lead a team, protect valuable client relationships and actively drive commercial growth, rather than focusing solely on day-to-day account servicing.

Nice to Have

• A strong academic track record.

• Experience managing international client portfolios.

• Exposure to technology-driven service businesses.

• Experience within international logistics, trade compliance or related business services.

• Experience improving account management processes and client service standards.

• Previous responsibility for account performance reporting and client retention initiatives.

• Experience managing complex relationships involving multiple senior stakeholders.

• A background in a fast-paced, commercially focused business environment.

What's On Offer

• Permanent, in-office opportunity based in Melrose Arch, Johannesburg.

• The opportunity to lead and develop an Account Management team.

• A hands-on leadership role with direct influence over client satisfaction, retention and revenue growth.

• Exposure to international clients and cross-border business operations.

• The chance to work in a technology-driven environment supporting international business activities.

• Opportunity to build relationships with senior stakeholders and key clients.

• Scope to improve account management processes and service delivery standards.

• A role that combines people leadership, commercial responsibility and strategic client relationship management.

• The opportunity to make a meaningful contribution to the growth and development of an established client portfolio.

Company Culture

This opportunity offers the chance to work in a fast-paced, internationally focused environment where client relationships, accountability, collaboration and continuous improvement are important.

The business values people who take ownership of challenges, communicate openly and focus on finding practical solutions that deliver real value to clients.

The ideal candidate will be comfortable leading from the front, supporting their team and remaining closely involved in important client relationships.

You'll be well suited to this environment if you enjoy building relationships, thrive on solving complex client challenges and understand how strong account management contributes directly to business growth.

Please Note: If you have not been contacted within 10 working days, consider your application unsuccessful.