Key Account Manager

Key Account ManagerCell C City of Johannesburg, Gauteng, South AfricaDirect message the job poster from Cell CAt Cell C, we are not just a telecommunications company; we are a people‑centric and consumer‑focused organization committed to delivering exceptional experiences to our customers. In line with our dedication to customer‑centricity, we are seeking a seasoned professional to join our dynamic team as a Key Account Manager to join our dynamic team of #Unstoppables.Purpose of the JobTo be the primary of contact between the enterprise Customer and Cell C through providing continuous support through managing and fostering the Enterprise Customer business requirements both account and service orientated therefore establishing and maintaining an excellent client centric service relationship.Account ManagementDesign and implement strategies for the assigned portfolio of accounts in alignment Cell CMeet and exceed stipulated monthly, quarterly and annual revenue targetsPrepare Key Account plans for the assigned portfolio of accountsIdentify sales prospects for the assigned portfolio of accounts Provide customers with product and service informationManage and maintain account plans for the allocated portfolio of accountsKeep abreast of and pursue opportunities to tender and increase sales within the allocated portfolio of accountsMaintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within the allocated portfolio of accountsOwn, deliver, manage and monitor performance and relationships with key decision makers and influencers within the scope of the assigned portfolio of accountsIdentify, initiate and nurture relationships with prospects and existing accounts over the phone, via email and in person as appropriateMaintains contact with all clients in the defined territory to ensure high levels of client satisfactionIdentify at‑risk clients, resolve conflicts and advise them until they success with product or servicePartner with streams that contribute to Enterprise Customer accounts to define a strategic plan and execute high performance client management strategies and plansDelivery ManagementManage all aspects related to the engagement between the Enterprise Customer's and Cell CManage / maintain the service, technical & operational relationship between Cell C and the assigned Enterprise CustomersManage information flow to the Enterprise CustomerManage all aspects related to the engagement between the Enterprise Customer's and Cell CManage / maintain the service, technical & operational relationship between Cell C and the assigned Enterprise CustomersAccountable for the day to day operational and service relationship between Cell C and Enterprise CustomersResponsible for project delivery by being the single point of contact between the assigned Enterprise Customers and Cell C for related products and / or servicesEnsure contractual timelines are metEstablish and evaluate Key Performance Indicators for any service and / or operational metricsPresent SLA to key stakeholders and consistently meets deadlinesOperations ManagementDrive efficiencies, service management workflow enhancements, service request template updates / enhancements and operational effectiveness within the operations environment that will benefit Enterprise CustomersEnsure Enterprise Customers are always supported and operationalProvide regular feedback to Enterprise Customer regarding the status of each business requirement, as per SLAAssist the respective outsource partner to define Support and Service Level Agreement's (SLAs)Ensure the creation and of processes required to manage the Cell C and Enterprise Customer relationship e.g., demand management, service management, partner satisfaction, change control, fault, and incident management and Enterprise Customer engagement continues improvements across the Cell C and with the Enterprise CustomersRecommend enhancements to existing policies, processes and servicesDrive the uptake of new products and / or services offered the Enterprise CustomersEnsure timely delivery of reports, invoicing and pricing to the assigned Enterprise Customers as defined within guidelines of the mutually agreed operations manuals and the governing agreementsEnsure completeness and quality of business requirements from Enterprise Customers and related documentations pertaining to new initiativesInteract with internal departments to schedule implementationsRespond to customer requests timeouslyIdentify, research, and resolve customer issues and queriesAttend to and resolve customer inquiries as soon as possibleResolve billing issues, misapplied payments, etc. and recommend process improvements where necessaryManage account services through quality checks and other follow-upEvaluate requirements and change requests to determine how best to accommodate the requirementEnsure sound technical product knowledge to be able to the specific technical expertise required to execute requirementsIdentify / mitigate risks to enterprise customers and Cell C operationsAs requested, Chair Account and Operational meetings with the required Enterprise Customer and Cell C stakeholdersFacilitate resolution of escalated service issues, operational issues / concerns to expedite resolutions through the correct channelsProvide feedback to the assigned Enterprise Customers on progress of new initiatives, service performance, open service tickets as per the SLA timeframes defined in the mutually agreed operations manualsMonitor / track processes against respective process performance baselines, identify gaps and provide improvement suggestions by means of reference to the Service Assurance and Operations manualsIdentify and resolve client concerns and queriesSet objectives and targets for the assigned portfolio of accounts for acquisition, retention and profitabilityReport GenerationEvaluate requirements and change requests to determine how best to accommodate the requirementEnsure sound technical product knowledge to be able to identify the specific technical expertise required to execute requirementsIdentify / mitigate risks to enterprise customers and Cell C operationsAs requested, Chair Account and Operational meetings with the required Enterprise Customer and Cell C stakeholdersFacilitate resolution of escalated service issues, operational issues / concerns to expedite resolutions through the correct channelsProvide feedback to the assigned Enterprise Customers on progress of new initiatives, service performance, open service tickets as per the SLA timeframes defined in the mutually agreed operations manualsMonitor / track processes against respective process performance baselines, identify gaps and provide improvement suggestions by means of reference to the Service Assurance and Operations manualsIdentify and resolve client concerns and queriesSet objectives and targets for the assigned portfolio of accounts for acquisition, retention and profitabilityPerform any other Related duties as requested by ManagementProduct Management and lead such when required.Support deliverables and initiatives pertaining to SteerCo for Enterprise Business, Project SteerCo Executive SteerCo, Onboarding SteerCo, Marketing, Sales SupportBachelor's degree in business management / administration, or Finance, or Sales, or related fieldExperience6 - 8 years overall relevant experience in Management experience critical, specifically with respect to managing resources and project teams (matrix of internal and 3rd party vendor) and customer relationship management with proven successMinimum 3-5 years ICT experienceStrategic Key Account Management, Strategic Sales Management, Business Development, Project Management and Operational ManagementPre-requisitesOwn vehicle, driver's license, willing to travel out of the regionCell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic. #J-18808-Ljbffr