Phakamile Mvimbi
Customer Relationship Manager
Tshwane
Summary
Phakamile is a seasoned account manager who has 20 years’ experience working in the sphere of client relationship management and 17 years within government ICT. He has the ability to provide organisational capabilities and services to internal and external customers from conception to delivery, thus maximising customer understanding, building customer relationships, and improving customer satisfaction with the aim of increasing profitability. He has the passion to oversee, manage, and execute projects and activities to establish relationships, monitor, measure, and maintain client contracts in accordance with legislative requirements and best practices to ensure that requirements are met. A results-oriented salesperson engages with customers to help establish rapport. a proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals.
Overview
24
24
years of professional experience
Work History
Customer Relationship Manager
State Information Technology Agency (SITA)
12.2021 - Current
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Worked with clients to address and respond to client and partnership management issues.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Liaised between customers and organization with particular focus on working with sales department.
- Managed customer relations on ongoing basis to maximize customer retention.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Developed and implemented standards for staff to provide consistent service to customers.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Made customers aware of current and new programs and services.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Created customer support strategies to increase customer retention.
- Created activities and engagements to enhance customer experience, knowledge, and patronage.
Relationship Account Manager
Lenovo
10.2019 - Current
- Responsible for creating and driving their sales pipeline
- Capture leads outside of specialization and use closed-loop lead management to ensure assignment and follow-up by others
- Maintain knowledge of competitors in account to strategically position LENOVO's products and services better
- Use specialty expertise to seek out new opportunities and expand and enhance existing opportunities to build the pipeline in and drive pursuit
- Provide support to Channel Account managers and provide input regarding business development and solution expertise
- Development of quota objectives and future direction for defined product category
- Work with some specialists also responsible for selling outsourcing deals.
Senior Account Manager
Datacentrix
01.2011 - 04.2019
- Understand the client strategy and help them use Technology to deliver on their promise to their customers
- Help alignment of IT strategy and planning with company's business goals
- Work with solutions architect(s) to provide a consensus based enterprise solution that is scalable, adaptable and in synchronization with ever-changing business needs
- Direct or indirect involvement in the development of policies, standards and guidelines that direct the selection, development, implementation and use of Information Technology within the enterprise
- Build employee knowledge and skills in specific areas of expertise
- Create and direct high-performing teams across Datacentrix
- Improve learning opportunities for others and create and deliver cross-practice team learning events
- Confirm that all client work is delivered to a high standard of quality in accordance with Datacentrix.
Key Account Manager
Torque IT
05.2010 - 01.2011
- Identify a base of customer accounts and prospective customers to sell training and development solutions to
- Meet client representatives at all levels (up to C-level) relevant to the product offering and provide points of contact, sales and marketing literature, training and presentations and ongoing updates on all issues proposition
- Obtain a better understanding of the client’s business and identify training or development needs – analyze client needs and propose solutions
- Prepare proposals or quotations based on these needs, ensuring that they are presented clearly and concisely to the relevant decision makers
- Ensure that targets are reached
- Marketing of Torque IT’s entire product set and service offering to the client
- Manage the customer account effectively – the aim is to ensure that maximum revenue and business allocated for training is allocated to Torque IT.
Business Development Manager
KPMG
02.2008 - 04.2010
- Work on a diverse portfolio of accounts from new to more mature
- A portfolio is likely to consist of 10 core focus accounts (the primary focus will be at a national government level & Gauteng based clients)
- Drive sales through sales campaigns; cold calling and client meetings
- Support delivery functions with specialist market knowledge
- Identify product solution requirements for the named target
- Instigate and review sector research with the IGH research unit to support sales and product development planning
- Be embedded in the market building relationships with multipliers and other key organizations in the market
- Work closely with the Market Leader/Office Senior Partners and function heads to create opportunities for the professional delivery staff
- Make a wider contribution to the SA firm by supporting the market in the wider dissemination of sales best practice such as sales training; facilitating workshops, and coaching
- Meet an annual sales revenue target aligned directly to the overall IGH team target.
Account Manager
STATE INFORMATION TECHNOLOGY AGENCY (SITA)
02.2004 - 01.2008
- Drive portfolio of customers in the assigned cluster to determine and assess existing customers’ needs with the desired ICT requirements profile per cluster customer to provide effective solution approach to deliver within existing contractual constraints, policies and SITA commercial service catalogue
- In collaboration with service owners, including senior management and key stakeholders, drive the implementation of targeted digital
- Build, manage and maintain strategic relationships with Government Departments (i.e
- SITA service owners) to continuously sustain the SITA business
- Perform analysis on cluster needs and requirements in collaboration with Business Development team and other internal and external key stakeholders
- Perform SLA management, monitoring and review
- Provide management support and ensure implementation, adherence and compliance to the Engagement management methodologies and regulations
- Manage, coordinate, analyse and identify the risks to minimise the service gaps and with the aim of achieving the agreed service levels
- Provide inputs into the budgeting process and plan and drive the achievement of the targeted revenue as well as monitoring/controlling the budget to ensure that the expenditure is within the approved Budget.
Account Manager
Transtel
07.2000 - 01.2004
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Negotiated prices for products and freights to reduce cost of acquisition by achieving lower price.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Identified key entry points to enhance market penetration and maximize returns.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Liaised with marketing and sales teams to develop targeted campaigns.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Education
Skills
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Timeline
Customer Relationship Manager
State Information Technology Agency (SITA)
12.2021 - Current
Relationship Account Manager
Lenovo
10.2019 - Current
Senior Account Manager
Datacentrix
01.2011 - 04.2019
Key Account Manager
Torque IT
05.2010 - 01.2011
Business Development Manager
KPMG
02.2008 - 04.2010
Account Manager
STATE INFORMATION TECHNOLOGY AGENCY (SITA)
02.2004 - 01.2008
Account Manager
Transtel
07.2000 - 01.2004
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