Account Manager

2 weeks ago


Cape Town, Western Cape, South Africa MTN Full time

Key Tasks:
Indicates those KPA's that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.

Input into Operational Planning

  • Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
  • Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
  • Recommend ways to exploit new opportunities to grow the business further
  • Provide input into the fine tuning of processes, systems and support in line with changing work practices.
Account Management

  • Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts.
  • Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded.
  • Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts.
  • Provide assistance with the endtoend management of subportions of the RSM's accounts under the RSM's supervision.
  • Manage one or more allocated accounts in line with regional / channel strategy and macroplans as defined by the channel / subchannel / regional managers.
  • Resolve escalated issues or escalate as appropriate.
  • Implement innovative promotional activities in line with Marketing and channel objectives, requirements and guidelines.
  • Increase MTN's Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
  • Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
  • Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).
  • Support in the identification of P&S information and training requirements for staff within allocated portfolio of accounts and liaise with Marketing and Training to ensure provision of effective information and training as required.
  • Provide regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements.
  • Provide feedback on MTN's risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate.
  • Prepare reports on account performance as required.
Customer Service and Satisfaction

  • Build and maintain solid relationships with all stakeholders.
  • Provide ongoing support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.
  • Ensure all customer queries are attended to and resolved within agreed SLA's.
  • Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
  • Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
  • Provide advice on the best approach to reach the best results.
Quality Control

  • Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
  • Maintain quality standards that will enhance the customer experience and cost efficiency.
  • Work consistently according to standard operating procedures.
  • Analyse situations and take necessary action to ensure quality is maintained.
  • Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.
Supervisory / Leadership /

Managerial Tasks:
Refers to the responsibilities for directing, guiding, motivating and influencing others.

  • Adopt a customer centric approach
  • Build employee relations and collaborative teamwork
  • Build professionalism, loyalty and commitment to the organization
  • Communicate actively and effectively resolving any potential conflicts that may arise
  • Have the self insight and flexibility to adapt to different situations
  • Live the MTN Brand change and influence employees behaviour
Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education:

  • Minimum of 3 year Degree / Diploma in Commerce ( Sales / Financial /Marketing / Communication) or related

Experience:

  • At least 3 years of experience in the telecoms industry
  • Experience in Account Management is essential, preferably in fast moving industry
  • ICT Experience (GSM) is preferable
  • Minimum of 3 years' experience in a area of specialisation; with experience in supervising others
  • Experience working in a medium organization

Training:

  • Products and Services
  • Telecommunications
  • GSM technology
  • Contract appreciation and business related courses
Competencies

Skills / physical competencies:

  • Planning skills plan, prioritise, resource allocation and deliver on time
  • Analytical skills we

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