We Are Setting The Pace
ClWe Are Innovators & Category Creators
Clickatell, founded in Cape Town in 2000, was the first company to connect businesses with consumers via SMS using just four lines of code. Today, it powers AI-driven chat commerce for leading global brands across industries like banking, retail, telecoms, and healthcare — including Visa, ABSA, MTN, Toyota, and Pick n Pay. Over 25 years, Clickatell has led multiple industry firsts, such as tokenized WhatsApp payments, KYC chat banking, and Chat-2-Pay, through its award-winning AI Chat Commerce Platform that enables brands to interact and transact with customers seamlessly.
Purpose
Clickatell is looking for a strategic and relationship-focused Commercial Manager who will focus their efforts on growing and retaining existing customer accounts. The ideal candidate will excel at nurturing relationships, understanding client needs, and expanding existing accounts through upselling and cross-selling.
We Do The Right Things
Responsibilities of the Role
Managing existing clients and revenue
- Develop and maintain strong, trust-based relationships with existing customers, acting as a strategic consultant and point of contact.
- Drive value to our customers by identifying problems, offering creative solutions, and leveraging partnerships to move both organizations toward their strategic goals.
- Develop in-depth customer portfolios by conducting research on the client company to build out a comprehensive profile.
- Drive contract renewals and proactively manage account health to ensure high retention rates and minimize churn. Success in this area will be measured by Net Revenue Retention (NRR), reflecting the ability to maintain and grow revenue from existing accounts through renewals, upsells, and cross-sells.
- Partner closely with the Service Delivery and Customer Success teams to ensure seamless onboarding, product adoption, and ongoing satisfaction. This alignment supports shared goals for customer growth and ensures a consistent, high-quality experience—reflected in strong Customer Satisfaction (CSAT) scores and Net Promoter Score (NPS) outcomes.
- Forecasting customers revenue on a monthly bases against expected anual budget from the customer to enable accurate finacial awareness of clients performance. Forecasting accuracy will be set at between 95 - 105%
Cross sell to existing clients
- Identify and execute opportunities to expand account value through upselling and cross-selling relevant products and services that meet evolving customer needs.
We Are On A Learning Journey
Requirements of the Role
- Proven experience to create and execute tailored account plans that align with customer objectives and business strategy.
- Proven experience to work cross functionally as part of a solution team.
- Relevant Degree or 8 years of relevant job experience with similar essential duties
- Proven business acumen with experience in Senior Manager stakeholder engagement
- A track record for consistently exceeding revenue goals.
- Industry and shared business challenges along with your knowledge of analytic solutions.
- Experience and knowledge of messaging and/or payment products and industry
- Extensive network of decision makers in the industry
- Patient, consultative and emphatic, genuinely interested in your clients, their business, and how you can help make them successful.
- A collaborative style with experience engaging a diverse group of internal stakeholders to articulate a truly compelling client value proposition.
- Proficiency in CRM systems and account planning tools.
- Excellent written and verbal communication skills, professional presentation,
- Excellent process/organization skills, as well as strong creative orientation and the ability to craft innovative solutions.
- Strong Interpersonal skills with the ability to work with multi-dimensional teams.
- Strong business/commercial acumen or instinct with technical capacity.
- Have problem solving skills, be a logical thinker and analytical abilities
- The ability to understand and deliver forecasting principles
A Bit About You
Behavioral competency requirements of a Pacesetter:
- Cultivating Talent: Actively drives the development of skills and strengths within the team and recognizes achievements. Coaches the team on procedures, technical issues, and priorities. Leads and contributes to a positive team environment with open communication and clear goals. Listens to team members’ feedback and resolves any issues or conflicts.
- Managing Resources: Manages resources optimally by making the right decisions that impacts how resources are used and for what benefit. Accurately estimates, forecast, projects, and monitors available levels of relevant resources and makes the right calls.
- Expert Exchanges: Seeks and communicates insights. Acts as access point for information within their team and throughout the organization and ensures sharing of key learnings. Prepares and presents reports, and updates advising on performance and capacity.
- Risk Mitigation: Resolves problems that are complex and drives decision-making processes. Systematically processes key factors when resolving conflict, managing risk, ensuring compliance, and addressing quality concerns.
- Foster Teamwork: Builds relationships and influentially engages across teams to elevate performance. Facilitates brainstorming that delivers the best solutions. Encourages an inclusive culture where voices are heard and being open-minded is valued.
- Emotions and Performance: Puts effort into managing the link between emotions and performance that helps others do their best work by increasing self-awareness and reducing blind spots. Fosters a safe environment where others feel comfortable to take smart risks and build relationships.
- Drive Execution: Develops tactical plans that support the strategy and plans the detail of the projects, activities, and resources to deliver the goal.
- Coordinating Activity: Develops and manages processes conceptually and technically. Plans, monitors work, and accurately reads situations to course correct and ensure expectations are met.
- Navigating Change: Delivers change by bringing the team together, aligning their work and navigating them through the process. Stays on track by being optimistic and focusing on what is in their control. Executes by getting the right things done by the right people to deliver results.
- Driving Performance: Relentlessly reviews dashboards, systems, KPIs, procedures, and processes, and drives the team’s performance to incrementally improve results. Ensures processes are effective while aligning to best practice and increasing value.
Why You Should Join
Perks of the Role
- Pension fund contribution
- Quarterly performance incentive bonus
- Risk benefit company contributions
- Reimbursable communications allowance for internet and mobile phone bills
- Half-day off on your birthday
- 5 personal days leave a year, over and above your annual leave
- Remote working and access to office hubs as required
- Home office set-up with laptop, monitor and other related items
Stronger Together
Clickatell is unequivocally committed to Diversity, Inclusion and Belonging. We believe that we are stronger together and that sameness limits our thinking and our opportunities. You are welcome at Clickatell for who you are, no matter where you come from or what you choose to believe. Our platform is for everyone, and so is our workplace. But it isn’t just about a whole lot of different people working together all having their say – it is about us creating a place where we all feel that we belong. It’s in our differences that we will find the power to keep revolutionizing the way the world uses chat technology.