Internal Account Manager

Job Purpose

The overall purpose of this position is to develop and

maintain long-term, valued-driven relationships with customers by consistently

delivering exceptional service and proactive support. Drive sustainable sales

growth by identifying and securing new business opportunities, presenting

tailored solutions, and aligning offerings with the company’s strategic

objectives. Address challenges and resolve conflicts effectively to ensure

customer satisfaction, strengthen loyalty, and enhance overall business performance.

Key Responsibilities

• Maintain, nurture, and expand the existing

  customer base by building strong, value-driven relationships.

• Take full ownership of the end-to-end customer

  experience, ensuring consistent satisfaction and loyalty.

• Manage customer complaints, escalations, and

  queries with urgency and professionalism.

• Conduct proactive cold calling to sign up new

  business and increase market penetration.

• Identify, pursue, and close new sales

  opportunities to grow revenue and achieve defined targets.

• Perform up-selling and cross-selling

  initiatives to maximize account value.

• Design and execute account strategies and

  growth plans tailored to each customer.

• Develop structured pipelines and maintain

  accurate pipeline management practices.

• Organize customer meetings, reviews, and

  feedback sessions with clear follow-up actions.

• Provide operational support and ensure seamless

  process flow throughout the post-sale lifecycle.

• Prepare deals, commercial proposals, and

  pricing quotations with high accuracy.

• Support customers with Statements of Work (SOW)

  management and delivery oversight.

• Understand each customer’s business model,

  needs, and pain points to recommend suitable solutions.

• Present innovative, value-added offerings that

  align with the company’s objectives.

• Work closely with brand teams, internal

  departments, and vendor partners to strengthen customer solutions.

• Obtain and maintain required certifications to

  support product credibility and technical excellence.

Requirements

Experience and Knowledge

• A minimum of 5 years’ experience in customer

  sales, with a proven ability to manage and grow accounts.

• Experience in Internal Account Management.
• A minimum of 3 years’ experience in a Channel

  Sales team environment.

• Must have experience in IT sales.
• Must have knowledge of IT products and brands -

  should display a keen interest/passion to learn and sell IT hardware,

  enterprise, security and software products.

• Prior working experience within the ICT

  Distribution industry will be considered highly advantageous.

• Excellent proficiency in relevant computer

  applications (e.g., CRM systems, ERP platforms, and productivity tools).

• Solid understanding of customer service

  practices and principles, including effective communication, complaint

  handling, and customer engagement strategies.

• Must show a strong sales track record with a

  history of meeting targets and growing business.

Skills and Education

• Matric/Grade 12 is essential
• A Degree, Diploma or

  relevant certification in ICT is advantageous.

• Intermediate proficiency

  in Microsoft Word, Excel, Outlook, and PowerPoint is required.

• Driver's license and own vehicle are advantageous.
• Strong attention to

  detail and accuracy in all administrative and customer-related tasks.

• Excellent telephonic and

  verbal communication skills supported by active listening.

• Strong interpersonal

  abilities to engage effectively with diverse personality types.

• Ability to up sell and

  identify value-based opportunities.

• Demonstrated customer-focused

  approach with the ability to adapt communication style to match customer needs.

• Advanced customer

  resolution and conflict-handling skills.

• Ownership of the full

  customer experience, ensuring satisfaction and long-term relationships.

• Consistent, reliable,

  and committed to maintaining a strong work ethic.

• Ability to handle

  stressful situations with professionalism, emotional intelligence, and

  appropriate soft skills.

• Well-organized, deadline-driven,

  and able to manage time effectively.

• Ability to multi-task,

  prioritize efficiently, and manage workload independently.

• Strong organizational

  skills to ensure smooth operations, timely follow-through, and structured

  workflow.

Personal Attributes and Qualities

• Must be interested in IT products and demonstrate

  a willingness to continuously learn about new technologies and IT products.

• Must enjoy taking initiative and

  accountability.

• Passionate about solving problems with a

  proactive and analytical mindset.

• Strong solution-oriented approach, able to

  identify practical, value-driven resolutions.

• Applies professionalism in all

  interactions.

• Able to work effectively in a pressured

  environment.

• Maintains high personal standards and a

  commitment to quality in all tasks.

• Confident, self-motivated, and displays

  high levels of energy and enthusiasm.

• Willing to go the extra mile to deliver

  exceptional customer and business outcomes.

• Self-managed and able to work independently

  with minimal supervision.

• Strong customer service orientation, always

  prioritising customer needs and ensuring satisfaction.

• Excellent rapport-building with customers,

  creating positive, trust-based relationships.

• Enjoy teamwork and collaborate well with

  colleagues, vendors, and cross-functional teams.

• Actively contributes to a positive team

  culture and shared success.

• Strong administrative capabilities,

  ensuring accuracy, organisation, and follow-through.

• Demonstrates reliable time management and

  task prioritisation.

• Motivated to stay updated with evolving

  industry trends.

Compliance Competencies

• Perform all duties with

  integrity, to the highest ethical standards, and in compliance with all

  relevant legal, contractual and other requirements as mandated by the Company

  Code of Conduct.

• Keep up to date with changes

  in applicable compliance obligations, controls and measures relevant to the

  role.

Benefits

Pinnacle is

for people who want more than just a job. It’s a place to get involved, try new

things, build your skills and take your career further.

With more

than 30 years in the ICT industry, Pinnacle offers the opportunity to work

alongside talented people, gain exposure to leading technology brands and be

part of a business that continues to evolve with the industry.

You’ll work

with great people, get hands-on experience with some of the biggest names in technology

and have opportunities to learn, train and take on new challenges along the

way.

Whether

you’re starting your career or ready for your next challenge, Pinnacle is a

place where you can contribute, make an impact and build what comes next.

You’re not

simply joining a company. You’re joining a team where you can learn, grow and

build a career.