Lerato Maduna

Account manager and customer success professional with 6+ years of experience supporting cross-functional projects, client onboarding, and c-level executive stakeholder engagement. Proven ability to identify upsell and cross-sell opportunities, coordinate project plans, manage timelines, facilitate UAT, and ensure successful SaaS implementations. Skilled in reporting, process improvement, and maintaining strong client relationships across local and international markets.

Key Account Executive - incentX

(2025-05)

12 Months international contract

• Coordinated end-to-end project delivery across multiple international markets (Dubai, Egypt, UK, Israel), ensuring alignment with timelines, scope, and stakeholder expectations
• Managed the full client lifecycle: onboarding, requirements gathering, implementation, training, adoption, and contract renewal
• Produced and maintained core business and project documentation: Business Requirements Documents (BRD), Functional Requirements Documents (FRD), UAT plans and sign-offs
• Facilitated stakeholder engagement sessions, ensuring clear requirements translation between business, technical teams, and clients
• Led project coordination activities: progress tracking, dependency management, risk identification, reporting, and retrospectives
• Delivered user training and onboarding programs, improving platform adoption by 30%
• Improved issue resolution turnaround time by 20% through cross-functional collaboration with Sales and Support teams
• Provided direct support to Project Managers through resource coordination, scheduling, reporting, and governance tracking
• Established and optimised account management processes, contributing to operational setup across international offices
• Remotely led and mentored account managers, ensuring consistent service delivery and performance across regions

Key Account Manager - C-Track

(2022-11 - 2024-11)

• Coordinated fleet installation and implementation projects, managing timelines, resources, and stakeholder expectations across multiple client accounts
• Managed a portfolio of 70+ commercial fleet clients across South Africa and SADC, ensuring consistent service delivery and project alignment
• Oversaw the end-to-end client lifecycle, including onboarding, requirements gathering, implementation, and retention
• Maintained strong client relationships, achieving 75% retention rate and 80% customer satisfaction score
• Led project coordination activities for installations, including scheduling, progress tracking, issue resolution, and post-implementation support
• Delivered client training and onboarding sessions, increasing platform adoption and engagement by 45%
• Monitored and reported on project and campaign performance metrics, driving a 15% improvement in operational effectiveness
• Facilitated contract renewals and service delivery processes, ensuring compliance with Service Level Agreements (SLAs)
• Acted as primary liaison between clients, technical teams, and operations, ensuring clear communication and timely issue resolution
• Identified and mitigated project risks and bottlenecks, improving delivery efficiency and client satisfaction

Senior Key Account Manager - EKS Vehicle Tracking

(2020-02 - 2022-10)

• Coordinated fleet installation and onboarding projects, ensuring successful delivery aligned to timelines, scope, and client requirements
• Led customer onboarding and success initiatives, improving user adoption and long-term engagement
• Delivered training programs to multiple client teams, increasing platform adoption and engagement by 60%
• Served as primary liaison between clients and technical / back-end support teams, ensuring seamless communication and issue resolution
• Managed a portfolio of 250+ public sector fleet accounts (municipalities), ensuring consistent service delivery and compliance with requirements
• Maintained strong client relationships, achieving 75% retention rate and 80% customer satisfaction
• Oversaw project coordination activities, including scheduling, stakeholder communication, progress tracking, and post-implementation support
• Collaborated with cross-functional teams to resolve technical issues, manage escalations, and minimise service disruptions
• Identified and mitigated project risks and operational bottlenecks, improving delivery efficiency and client experience

Junior Business Administrator - Tiger Wheel & Tyre

(2017-02 - 2019-08)

• Supported day-to-day operations, including invoicing, inventory management, and administrative coordination
• Assisted with sales data analysis and reporting, providing insights to support decision-making and performance improvement
• Improved administrative processes and workflow efficiency, enhancing operational productivity
• Coordinated on-site marketing and advertising projects, managing logistics, scheduling, and stakeholder communication
• Acted as a point of contact for customer inquiries, orders, and issue resolution, ensuring high levels of customer satisfaction
• Maintained effective communication with internal teams and customers, ensuring timely resolution of queries and service requests
• Supported project administration activities including documentation, scheduling, and coordination for marketing initiatives
• Ensured adherence to service delivery standards and contributed to a consistent customer experience

National Diploma - Sports Marketing Management - Vaal University of Technology (2016)

Bachelor of Technology - Business Administration - Vaal University of Technology (2020)