Shimonay Thompson

Results-driven Key Account Manager and Customer Success Specialist with over 10 years of experience in client relationship management, technical support leadership, and platform solutions. Proven ability to build strategic partnerships, lead high-performing support teams, and drive client growth through onboarding, integration, and service excellence. Skilled in CRM systems, API integrations, stakeholder management, and operational performance improvement.

National Client Manager Lead at Etapath (Pty Ltd) (2025-10 – Present)

• Manage strategic relationships with key accounts to build long-term partnerships in the Corporate transport industry.
• Oversee monthly reporting, financial oversight, and platform performance monitoring.
• Lead onboarding, client growth initiatives, and retention strategies.
• Manage API integrations and technical implementation projects.
• Manage team of Client Managers
• Conduct Stakeholder Corporate meetings

Key Account Manager & Customer Success Specialist at AddPay (Pty) Ltd (2022-06 – 2025-08)

• Manage strategic relationships with key accounts to build long-term partnerships.
• Oversee monthly reporting, financial oversight, and platform performance monitoring.
• Lead onboarding, client growth initiatives, and retention strategies.
• Manage API integrations and technical implementation projects.
• Handle high-level client escalations and stakeholder engagement.
• Provide client insights and strategic updates to executive leadership (EXCO).

Customer Support Team Manager at FuelOnline (Pty) Ltd (2014-05 – 2022-06)

• Managed a customer support team delivering services to oil, motor, and retail clients.
• Oversaw team performance, scheduling, reporting, and quality assurance.
• Resolved complex technical and administrative client escalations.
• Coordinated with third-party service providers and internal stakeholders.
• Assisted with marketing initiatives and campaign coordination.
• Initiated and managed the "Bring a Child to Work" campaign (2015).

Consumer Care Supervisor & Complaints Specialist at Digicall – Masterfoods SA (2013-11 – 2014-05)

• Managed consumer complaints across major brands including Mars, Whiskas, and Wrigley.
• Resolved social media complaints and coordinated compensation processes.
• Served as the primary contact for the consumer support line.

FICA Compliance & Customer Support Officer at Trader 24 (2012-12 – 2013-10)

• Reviewed FICA documentation to ensure regulatory compliance.
• Flagged risk factors and maintained strict confidentiality standards.
• Provided international customer support via phone and chat.

Technical Support & Customer Service Consultant at Merchants Ltd (iiNet – Australia) (2009-07 – 2012-12)

• Delivered second-level technical support for ADSL, VOIP, networking, and email systems.
• Assisted customers with billing, account management, and troubleshooting.
• Supported Windows, Apple systems, mobile broadband, and network solutions.
• Liaised with service providers and managed technical incidents.
• Top Billing & Sales Consultant – 2011
• Selected for a 3-month international secondment at the Westnet Office in Perth, Australia.

Public Administration & LLB Law – University of the Western Cape (2004)

Matric (Grade 12) – Heathfield Senior Secondary School