Strategic Account Manager

About Swordfish Software:

Swordfish Software (www.swordfish.co.za) develops cloud-based debt collection software used by collection agencies, banks, attorneys, and in-house recovery teams. Our system serves as a critical engine for managing debtor communications, legal processes, payment tracking, and integrations with external platforms.

We have recently moved from a SaaS model to a SWaS (Software With a Service) strategy — enhancing our value by not only providing a platform but also embedding service support to help our clients scale and succeed.

The Ideal Candidate:

A client-centric, highly organized individual with strong interpersonal skills and the ability to manage complex relationships. They possess a strong understanding of software solutions, excellent communication abilities, and are passionate about delivering service excellence. The ideal candidate is proactive, detail-oriented, and thrives in a collaborative, cross-functional environment.

Role Purpose:

To ensure client retention, strategic growth, and exceptional service delivery across the Swordfish Software suite. The Strategic Account Manager is responsible for managing key client relationships, identifying growth opportunities, and acting as the primary liaison between the client and internal teams.

Key Responsibilities

Client Relationship & Strategic Growth

• Build and maintain long-term relationships with assigned clients
• Conduct quarterly and annual client reviews to identify value-adding opportunities
• Drive retention strategies including “hug-a-client” campaigns and proactive service
• Perform gap analyses and recommend additional VAS or product enhancements

Client Knowledge & Product Expertise

• Understand each client’s business, industry, structure, and workflow
• Demonstrate product knowledge across the Swordfish suite: Swordfish, Filefish, Linkfish, Goldfish
• Conduct product testing aligned with client-specific workflows and deployments
• Train clients on new deployments and features

Communication & Coordination

• Use Freshdesk for all client communication and ticket management
• Monitor and engage daily with Freshdesk and GitHub portals
• Maintain accurate records of interactions, schedules, and client updates
• Liaise with internal departments (Training, Marketing, Finance, HR) to support client objectives

Finance & Billing Oversight

• Understand pricing models and ensure services rendered are invoiced
• Submit billing instructions to Finance and confirm implementation
• Assist in budgeting and submitting sales reports (monthly & quarterly)

Training & Support

• Facilitate or attend relevant training sessions
• Support onboarding and mentorship of new team members
• Conduct internal knowledge sharing and lead team engagement sessions

Administration & Compliance

• Ensure proper calendar management, record keeping, and use of correct branding material
• Adhere to POPIA compliance, clean desk policy, and internal procedures
• Facilitate client cancellations and diarise follow-ups

Key Competencies and Attributes

·       Strategic relationship management

·       Excellent written and verbal communication

·       Product training and solution testing

·       Strong commercial and billing awareness

·       Highly proficient in Freshdesk, Microsoft Office, and virtual communication tools

·       Ability to multitask, manage priorities, and work independently

Submit your application via the following link: my.wamly.io/link/SwordfishSoftware/da1467b8

Let’s reimagine collection together — we look forward to hearing from you.