Senior Account Manager

About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialise in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalised service. At Reflex, our clients are at the centre of everything we do, and we are committed to delivering reliable, jargon-free solutions that drive your success.

About the role 

The Senior Account Manager (SAM) is the strategic owner of assigned Enterprise client relationships at Reflex, responsible for retention, expansion, and profitability across existing accounts. The SAM is expected to identify and pursue selected net-new logo opportunities where strategic alignment, relationships, or market conditions warrant it particularly within defined Enterprise segments.
The role balances account farming as a priority, with targeted hunting to support Enterprise growth objectives.

Key Responsibilities
Account Ownership & Client Relationships (Primary Focus)

• Own and manage a portfolio of Enterprise clients
• Build and maintain trusted relationships with senior stakeholders (CIO, CTO, CFO, IT leadership)
• Act as the single point of accountability for the client
• Protect existing revenue and proactively manage churn risk

Account Growth Across Reflex Service Pillars
Identify, qualify, and close expansion opportunities across:

• • Advanced Networking
  • Unified Communications
  • Cloud Computing
  • Workplace Management
  • Managed Cybersecurity
  • Licensing
• Develop and execute structured account plans aligned to client business objectives
• Collaborate with FCIOs, Pre-Sales, and Service Delivery to position outcome-based solutions

New Logo Identification & Selective Hunting

• Proactively identify net-new Enterprise opportunities within assigned sectors or regions
• Leverage personal networks, referrals, and strategic relationships to open new doors
• Qualify and pursue new logos using Reflex’s sales methodology
• Work collaboratively with dedicated Hunters where applicable, or independently own deals through to close
• Ensure proper handover of newly won clients into account ownership and delivery

Governance & Service Alignment

• Lead Monthly Account Reviews (MARs) and Quarterly Business Reviews (QBRs)
• Ensure delivery aligns with contractual SLAs, KPIs, and client expectations
• Partner with Service Delivery Managers, FCIOs, and Project Managers to drive service excellence
• Proactively manage risks, escalations, and continuous improvement initiatives

Commercial & Forecast Management

• Own renewals, pricing reviews, and commercial negotiations
• Ensure margin protection and sustainable profitability
• Maintain accurate pipeline and forecasts for both existing and new business
• Uphold CRM discipline and reporting standards

Qualification and Experience 

• Diploma or bachelor's degree in
  • Business Administration
  • Marketing
  • Commerce
  • Management
  • Sales or Strategic Management
• Formal sales methodology training (e.g. MEDDPICC) beneficial
• IT service management or governance exposure (ITIL / COBIT advantageous)
• 7+ years' experience in Enterprise ICT Account Management and/or Enterprise Sales
• Demonstrated ability to grow complex MSP accounts and close strategic deals
• Experience selling multi-disciplinary ICT services

Skills & Competencies

• Strong consultative and solution-selling capability
• Executive-level stakeholder engagement
• Commercial and financial acumen
• Ability to self-source and develop opportunities
• Structured, methodical, and outcome-focused